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'll 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
• 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 opportunity to build a future-state collections function
• Direct exposure to senior leadership and executive stakeholders
• Significant transformation and change agenda
• Hybrid working setting
• Potential for long-term career opportunities If this role aligns with your skills and experience, we encourage you to apply. To apply online please click the 'Apply' button below. For a confidential discussion about this role please contact Chloe Rodriguez

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