Our client, a well-established financial services organisation, is seeking a Team Leader to lead a team of five, including early-stage collectors and a dedicated hardship officer. The role oversees the Early-Stage Collections and Customer Assist functions.

This is a pure leadership role with no personal portfolio, allowing you to focus on coaching, team performance and customer outcomes within a highly regulated environment. You will be accountable for operational efficiency, compliance, customer experience and team capability, with a strong focus on proactive engagement, early intervention and sustainable customer outcomes.

Key Responsibilities

- Lead, coach and develop a team of Early-Stage Collections and Hardship specialists

- Monitor individual and team performance against agreed KPIs and service standards

- Oversee early-stage delinquent accounts across consumer and commercial asset finance portfolios

- Organise and reprioritise team workloads and daily operational priorities

- Provide guidance and decision support on complex collection matters and escalations

- Oversee end-to-end hardship and customer assistance programs

- Review and approve payment arrangements and hardship solutions within delegated authority

- Identify emerging portfolio risks and implement targeted collection and remediation strategies

- Maintain strong compliance, governance and quality assurance standards

- Analyse portfolio performance and identify opportunities to improve customer and commercial outcomes

- Drive continuous improvement across collections and customer assist processes

About You

You will bring a strong background in consumer collections, ideally within early-stage arrears, together with proven experience leading and developing people.

- Strong experience in consumer collections, with early-stage collections experience preferred





- Experience in automotive asset finance or asset-based consumer finance a definite advantage

- Solid understanding of debt collection guidelines and NCCP

- Experience managing hardship, customer assistance and vulnerable customer situations

- Proven ability to organise and reprioritise team workloads in a changing operational environment

- Confidence to make decisions autonomously, take ownership and be accountable for outcomes

- A firm and decisive leadership style, while maintaining a measured and professional approach

- A curious and developmental coaching style that encourages team members to think through decisions and build their capability

- Demonstrated ability to improve arrears and customer outcome metrics

Why Join?

- This is a true leadership role with no personal ledger. Your focus is 100% on leading, coaching and developing your people and driving team performance

- Opportunity to shape early-stage collections and hardship outcomes within a growing automotive finance business

- Work closely with an experienced and supportive Collections Manager

- An opportunity for high-potential senior collections professionals ready to step into leadership, or experienced Team Leaders looking for a genuine people-focused leadership role

Benefits

- Hybrid work options

- 6-monthly performance-based bonus

- Genuine career opportunities, career development and internal progression

- Modern offices with on-site parking and an inclusive workplace setting

- Training and compliance support to help you succeed in your role

If you are an experienced collections professional ready to lead, or an established Team Leader looking for a role where you can focus on your people, performance and customer outcomes, we would like to hear from you.

Apply online or contact Helen Kyriakou or Adam Miller on 13•• ••• 383 for a confidential discussion.

📌 Collections Team Leader – Early Stage and Hardship (Parramatta)
🏢 MYKEY PEOPLE
📍 Parramatta