- Senior leadership role combining collections strategy, operational excellence, technology and transformation
- Lead optimisation across collections, recoveries and hardship operations in a complex, regulated environment
- Drive FICO, AI, analytics, process improvement and third-party performance initiatives

Client Details A leading Australian organisation with a significant consumer, SME, business and enterprise customer base. The Collections & Recoveries function operates across Consumer & SMB, Fleet & Commercial, Enterprise Collections and Recoveries, with strong links across Analytics, Risk, Compliance, IT, Finance and Product.

Description

We are seeking an experienced senior Collections and Recoveries leader to drive strategy, operational optimisation and transformation across a complex national function. This is a broad leadership role combining collections strategy, operational excellence, technology, AI, project delivery, vendor governance and continuous improvement. You will work closely with senior stakeholders across IT, Analytics, Finance, Risk, Compliance, Product and Customer Operations to improve performance, customer outcomes and operational efficiency.

Key responsibilities include

- Lead the development and continuous optimisation of Collections, Recoveries and Hardship strategies.
- Identify opportunities to improve cash recovery, debt ageing, efficiency, customer experience and first-contact resolution.
- Lead the operational optimisation of FICO decisioning, working with Analytics and IT to identify and resolve strategy and routing issues.




- Drive the evaluation and implementation of AI, machine learning and other technology-enabled solutions across collections operations.
- Lead operational projects and transformation initiatives from scoping through to implementation and benefits realisation.
- Manage relationships with outsourced collections partners and other third-party providers, including performance, SLA, quality and compliance governance.
- Use data and analytics to identify performance gaps, risks and opportunities and translate insights into practical improvements.
- Partner with Risk, Legal and Compliance to ensure processes remain aligned with regulatory requirements.
- Lead continuous improvement across processes, technology, workflows and customer engagement.
- Provide senior leadership across the function, building capability and maintaining a strong focus on commercial performance, customer outcomes and regulatory integrity.

Profile

We are looking for a senior professional with a strong track record leading complex operations and delivering measurable performance improvement. Demonstrated experience making meaningful improvements across collections operations, embed new technology and AI capabilities,



strengthen third-party performance and shape the future operating model of a complex national function.

You will ideally bring

- 10+ years' experience across Collections, Recoveries or a closely related discipline.
- Significant leadership experience across high-volume consumer and/or enterprise environments.
- Strong experience managing BPO, outsourced collections or third-party service providers.
- Demonstrated success improving collections performance, cash recovery and debt ageing outcomes.
- Strong commercial and financial acumen, including experience managing budgets or significant operational portfolios.
- Robust analytical capability and the ability to translate data into strategy and operational action.
- Experience with FICO decisioning, AI/ML, automation or technology-led collections optimisation will be highly regarded.
- Strong understanding of regulatory and compliance requirements within a highly controlled customer environment.
- Excellent stakeholder management skills, with the ability to influence senior leaders across technology, analytics, finance, risk, compliance and operations.
- A strong leadership style with the ability to drive change while maintaining customer, compliance and commercial outcomes.

Job Offer

This is an opportunity to join a leading Australian organisation in a senior leadership role with significant scope to influence Collections & Recoveries strategy, technology, operational performance and transformation.

For a confidential discussion, please apply within.

📌 Collections & Recoveries Transformation Lead (Melbourne)
🏢 Futureyou
📍 Melbourne