Collections Operations Manager - Sydney

Collections Operations Manager - Sydney


Collections Operations Manager - Sydney

Details of the offer

Provide leadership and line management to the Collections Operations team to deliver upon the planned Delinquency and Credit loss numbers while ensuring a positive customer experience and motivated people. The current unsecured portfolio across products includes CitiCards, Ready Credit, Personal Loans, Virgin Cards, BOQ Cards and Suncorp Cards is $5.5 billion and annual Net Credit Loss target >$200MM. The goals are to be achieved through proactive analysis and strategic solutions to mitigate the possible risks and achieve better outcomes /outcomes

Your key accountabilities include but are not limited to:
Develop strategies which lead to Citibank Australia meeting or exceeding best practice in terms of unsecured portfolio performance
Develop processes, procedures and strategies, which lead to Citibank Australia meeting or exceeding best practice in terms of recovery of written off accounts
To effectively manage the areas within Collections in partnership with the Collections Manager for Onshore and Offshore teams which include:Optimizing productivity and quality
Operation of the Unit in accordance with the operating policies and procedures
Compliance with all internal and external regulations
Offshore Management

Maintain an understanding of technological developments for Collections, forming and submitting recommendations as appropriate
Implement strategies for pre-charge off collections that will mitigate possible risks and assist in meeting Delinquency, Roll Loss and NCL goals
Represent Collections in Projects/Initiatives that have a direct/indirect impact on operations/processes
Promote digitization/new technologies available in the market
Lead the implementation of all relevant credit/risk policies as defined in the policies and procedures manual and the Global Consumer Credit & Fraud Risk Policies manual
Utilise MIS and quality checks to drive results and adherence to standards
Develop and implement metrics and MIS to manage people and processes - take pre-emptive and corrective action as appropriate. Lift productivity and results in all areas
Establish appropriate financial targets for Collections and ensure consistency and predictability in results
Robust forecasting to identify risks and provide early solutions to mitigate the risk/s
Manage controllable costs in line with business plan and forecasts.
Ensure high level employee morale in the team with clear communication and reward mechanisms

To be successful in this position you must have the following skills and experience:
Tertiary qualifications in a relevant discipline is desirable
Minimum of 5 years' experience in debt management and collections/credit; solid consumer collections/recoveries experience gained in a retail bank, card company, other retail financial services institution or debt collection agency
Exposure to retail banking products (e.g. credit cards, personal loans) preferred
Planning & organizing skills
Sound knowledge of Debt Collections Guidelines, Privacy Act, Consumer Credit Code, Bankruptcy law and Banking Code of Practice
Strong analytical skills in addition to strategic and lateral thought processes
Ability to innovate and conceptualise solutions based on MIS

When you work at Citi, you'll be working for an organisation that truly has a global footprint and a powerful network that spans the globe. We celebrate individual ingenuity and leverage the diversity of our people in order to drive high performance. Through dedicated support, training and resources, we promote our talent and future leaders to bring about lasting and positive impact. Citi continues to be an Employer of Choice for Women and supports a flexible work environment.

Personal information (as defined in the Privacy Act 1988) will be handled in accordance with our Privacy Policy. Please see


Grade :All Job Level - All Job FunctionsAll Job Level - All Job Functions - AU
Time Type :Full time

Citi is an equal opportunity and affirmative action employer.
Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.

Citigroup Inc. and its subsidiaries ("Citi") invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity CLICK HERE .
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