Job Description
Collections Team Leader – Early Stage and Hardship
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Yamaha Financial Services 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, supporting customers across Yamaha's financial services business.
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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 solid focus on proactive engagement, early intervention and sustainable customer outcomes.
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Key Responsibilities
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Lead, coach and develop a team of Early-Stage Collections and Hardship specialists
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Monitor individual and team performance against agreed KPIs and service standards
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Oversee early-stage delinquent accounts across consumer and commercial asset finance portfolios
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Organise and reprioritise team workloads and daily operational priorities
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Provide guidance and decision support on complex collection matters and escalations
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Oversee end-to-end hardship and customer assistance programs
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Review and approve payment arrangements and hardship solutions within delegated authority
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Identify emerging portfolio risks and implement targeted collection and remediation strategies
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Maintain strong compliance, governance and quality assurance standards
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Analyse portfolio performance and identify opportunities to improve customer and commercial outcomes
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Drive continuous improvement across collections and customer assist processes
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About You
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You will bring a strong background in consumer collections,



ideally within early-stage arrears, together with proven experience leading and developing people.
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Strong experience in consumer collections, with early-stage collections experience preferred
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Experience in automotive asset finance or asset-based consumer finance a definite advantage
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Solid understanding of debt collection guidelines and NCCP
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Experience managing hardship, customer assistance and vulnerable customer situations
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Proven ability to organise and reprioritise team workloads in a changing operational setting
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Confidence to make decisions autonomously, take ownership and be accountable for outcomes
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A firm and decisive leadership style, while maintaining a measured and professional approach
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A curious and developmental coaching style that encourages team members to think through decisions and build their capability
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Demonstrated ability to improve arrears and customer outcome metrics
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Why Join?
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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
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Opportunity to shape early-stage collections and hardship outcomes within a growing automotive finance business
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Work closely with an experienced and supportive Collections Manager
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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
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Hybrid work options
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6-monthly performance-based bonus
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Genuine career opportunities, career development and internal progression
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Modern offices with on-site parking and an inclusive workplace environment
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Training and compliance support to help you succeed in your role

📌 Collections Team Leader - Early Stage And Hardship (New South Wales)
🏢 MYKEY PEOPLE
📍 New South Wales