Randstad is partnering with a reputable financial institution for a Senior Contact Centre Manager within their Collections & Hardships space.
Key Responsibilities Collections & Hardship Management: Oversee the full lifecycle of collections, from early-stage delinquency through to recoveries and debt sales for both secured and unsecured loans Develop tailored collections strategies for different customer segments, ensuring fair and effective treatment of customers experiencing financial hardship Ensure all hardship cases are handled in line with regulatory requirements and company policies, while maintaining empathy and professionalism Leverage multiple communication channels (SMS, email, inbound/outbound calls) to engage customers, and manage collections, repossessions, and asset disposal processes where required Work closely with third-party collection agencies, recovery firms, and auction houses to ensure efficient, compliant recovery processes Regularly review and improve hardship support programs to enhance customer outcomes Collaborate with internal departments, including legal and compliance, to ensure all collections and hardship practices meet regulatory standards and deliver fair customer outcome Team Leadership & Development: Lead, mentor, and coach the collections and hardship teams, fostering a high-performance culture and planning for future team growth Work closely with People & Culture to attract and retain top talent, ensuring ongoing team development through regular 1:1s and performance reviews Promote a culture of continuous learning by collaborating with Learning & Development to enhance team members' skills and knowledge Establish a strong communication framework within the team, ensuring feedback and insights are used to enhance the customer experience and operational performance Operations & Process Management: Oversee the collections process across all stages—from early collections to recoveries—using a multi-channel approach Manage relationships with third-party vendors, including collection agencies, recovery firms, and auction houses Collaborate with key stakeholders on debt sales when required.
Ensure the team meets service level agreements (SLAs) and consistently achieves quality standards Handle escalated customer service issues, ensuring effective resolution while working closely with the Complaints team to address root causes and implement corrective measures Identify opportunities for process optimization and the implementation of best practices across the collections function Drive a culture of continuous improvement, ensuring the team adopts new technologies, methods, and systems to enhance efficiency and customer outcomes Compliance & Risk Management: Ensure strict adherence to regulatory obligations, including the NCCP Act, Privacy Act, ASIC Regulatory Guides, and AML/KYC requirements Monitor and ensure accurate reporting and data analysis, using insights to drive improvements and operational efficiency Experience: Proven experience in managing collections across the full lifecycle, ideally within both secured and unsecured lending Strong understanding of relevant regulatory requirements, including NCCP, ASIC, and AML/KYC Demonstrated leadership skills with a track record of building and enabling high performance Excellent relationship management skills, with experience working with external vendors and stakeholders Strong analytical and problem-solving abilities, with a focus on recoveries and continuous improvement Applications: If you feel your skills match the above criteria, please attention your CV in MS Word format to Juanita Forster and click APPLY now!
Please note only short listed candidates will be contacted.
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