Job Description
Credit Collection Services Group – Sydney CBD NSW
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Are you ready to lead performance, develop leaders and help shape the future of Collections at CCSG Group?
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Who are we?
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Located in the heart of Sydney CBD, CCSG is afull servicedebt recovery agency incorporating contingent debt collections, legal services,investigationsand debt purchase. Our goal is to create a better workplace, deliver superior client and customer outcomes, and ensure sustainable financial results for all stakeholders.
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We'rea team of high energy and enthusiastic people. Wetruly believein the importance of providing customer excellence for both our customers and clients, living our corporate values of Commitment, Compliance, Service and Greatness.
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We are a bunch of committedlikemindedpeople with brilliant minds who thrive of collaboration, knowledgesharingand collective success. We work hard to achieve results and acknowledge the importance of balance and flexibility. We create a collaborative and supportive environment with a culture that recognises our achievements and celebrates our wins as we continue to learn and grow together.
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The role:
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CCSG Group is seeking an experienced and commercially focusedCollections Managerto lead the operational performance of our Collections function.
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Reporting to the Head of Collections, this is a genuine leader-of-leaders role, responsible for leading our Collections Team Leaders and driving consistent performance across our portfolios, people, clients, customers and compliance outcomes.
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You will have responsibility for portfolio performance, forecasting, workforce planning, leadership development, client delivery and performance management. A key part of the role will be understanding what is driving performance, identifying the root cause of issues and ensuring practical action is taken.
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This is an ideal opportunity for an experienced Collections leader who enjoys working in a fast paced, high-performance environment, is comfortable taking ownership of outcomes and can develop other leaders to perform at their best.
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This is a Sydney CBD-based leadership role, with a strong expectation of regular office presence given the importance of visibility, collaboration and frontline leadership. Some flexibility may be available in line with business needs and CCSG's ways of working.
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Responsibilities
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In this role, you will:
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Leading, coaching and developing Collections Team Leaders and holding them accountable for their teams, portfolios and results;
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Driving portfolio performance against budget, commission, recovery and client expectations;
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Monitoring productivity, quality, complaints and SLA performance and taking action where results are off track;
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Providing accurate forecasting and identifying emerging risks, opportunities and performance issues early;
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Maintaining a consistent leadership rhythm across Team Leader 1:1s, huddles, coaching, performance reviews and portfolio reviews;
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Using operational data to identify performance gaps, understand root causes and ensure agreed actions are followed through;
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Assessing portfolio capacity, workload distribution and resource requirements across teams;
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Supporting recruitment, onboarding, retention, succession planning and leadership development;
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Supporting key client relationships, performance discussions and operational escalations;
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Ensuring customer, compliance and regulatory requirements are consistently delivered through the Team Leader layer;
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Supporting Team Leaders to address underperformance early and effectively;
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Identifying and implementing process, workflow, system and automation improvements across the Collections function.
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Requirements
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What we are looking for:
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Demonstrated senior leadership experience within collections, recoveries, financial services or another regulated operational setting;
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Experience leading Team Leaders, supervisors or other people leaders;
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A demonstrated history of improving operational and portfolio performance;
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Strong commercial awareness and confidence working with budgets, recovery performance and operational KPIs;
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Strong coaching, performance management and leadership development capability;
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Sound operational judgement and the ability to translate data into practical action;
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Strong client and stakeholder management skills;
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Experience with workforce planning, capacity management and operational change;
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Strong understanding of compliant debt collection practices and customer obligations;
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Confidence holding others accountable and managing difficult conversations appropriately;
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Ability to balance commercial performance with appropriate customer and compliance outcomes;
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A Bachelor's degree in Business, Finance or a related field is desirable but not essential. Strong practical collections and leadership experience will carry greater weight.
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What can we offer you?
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Competitive remuneration and bonus structure
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Freshly fitted out workspace designed for collaboration
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Champion of champions program – get recognised and win up to $**** per year!
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Referral bonus of $****!
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Years of service bonuses
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Various team building events
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Fortnightly fruit box
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Swag discounts with major leading brands ????
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Novated Leasing
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Yearly Flu Shots
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Ready to take the next step in your career? Apply now!
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We all think so at CCSG. Click apply now to join our CCSG Team!
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Please be aware, that we will only be responding to shortlisted candidates. Please note that whilst the closing date is listed as23 September****, applications will be assessed as they are received, with the selection process running concurrently with this advertisement. Final appointment may be made prior to the closing date, so please apply as soon as possible. We are aiming to expand our team and appointimmediately.
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CCSG is an Equal OpportunityEmployerand we value diversity and inclusion in the workplace. Weseekto recruit,developandretainthe most talented people from diverse cultures, perspectives,skillsand experiences within our workforce. All employment will be based on merit, competence,performanceand business needs.
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📌 Head Of Collections Performance & Leadership (New South Wales)
🏢 Credit Collection Services Group
📍 New South Wales