Hands-on leadership role responsible for leading a large-scale customer outreach program, managing outsourced vendor partnerships, and supporting the development of a future collections function within a highly regulated environment. Ideal for a resilient leader who thrives in transformation, change, and stakeholder engagement while driving operational performance and strategic initiatives.

Client Details

A large and highly regulated essential services organisation undergoing significant transformation, offering a rare opportunity to help shape the future of its collections and customer support capability.

Description

- An exciting opportunity exists for an experienced Collections or Customer Operations Leader to join a business undergoing a significant transformation journey.
- This is not a traditional collections role. Instead, you'll play a key role in helping establish and shape a future-state collections function within a complex, highly regulated environment.
- Reporting to the Head of Credit & Collections, you will lead a large-scale proactive customer outreach program delivered through an external BPO partner while supporting the development of future collections strategies, operating models, and customer support initiatives.
- You will work closely with senior stakeholders, drive meaningful change,



and contribute to building a critical business capability from the ground up.
- This is a rare opportunity for someone who thrives in transformation environments and enjoys creating structure, improving processes, and delivering lasting operational outcomes.

Profile

A Successful Manager, Customer Assist Operations Should Have

- Capability to analyse performance data and drive improvements.Experience within collections, customer assist, hardship, credit operations or receivables management
- Robust vendor/BPO management experience
- Exposure to highly regulated environments such as utilities, financial services, energy, telecommunications or similar sectors
- Experience leading operational change, transformation or improvement initiatives
- Strong stakeholder management skills with an ability to engage senior executives
- Excellent commercial, analytical and reporting capability
- A hands-on approach and ability to operate effectively in ambiguity

Job Offer

- Rare opportunity to build a future-state collections function
- Direct exposure to senior leadership and executive stakeholders
- Significant transformation and change agenda
- Hybrid working environment
- Potential for long-term career opportunities

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📌 Manager, Customer Assist Operations (Melbourne)
🏢 Technology CII
📍 Melbourne