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 chance 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
Strong 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 chance 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