The Recovery function is managed by a dedicated onshore team, with additional indirect accountability for mercantile agents and debt buyers, supporting a large customer base across Mobile, Fixed, Broadband, and Pay TV products.
The team works with various external partners, including mercantile agencies, debt buyers, credit bureaus, and collections platforms, to manage collections and recoveries processes effectively.
The Recoveries Manager serves as the primary point of contact for all external third-party mercantile agencies and debt purchasers.
This role focuses on effective contract and performance management to ensure the collections and recovery functions operate with optimal efficiency while minimising risk.
This is achieved through a robust operational framework grounded in strict controls.
Your Day in the Life of a Recoveries Manager at Optus Strategy Development and Execution: Lead initiatives to optimize final debtor performance and support the achievement of Billing and Credit's key performance indicators (KPIs) for bad and doubtful debts.Performance Management: Drive the ongoing development of best-in-class mercantile performance management, ensuring that recovery targets are consistently met and exceeded.Portfolio Allocation Management: Continuously review allocation strategies to ensure that the right debt is assigned to the appropriate agency at the right price, making adjustments as necessary to address underperformance.Contract Ownership: Manage third-party contracts, commissions, and revenue returns to ensure alignment with organisational goals.Governance and Compliance: Ensure that the recoveries function operates in full compliance with both internal and external requirements, maintaining appropriate governance and controls.Industry Leadership: Leverage industry knowledge and experience to keep Optus ahead of trends, ensuring cost-effective operations while delivering an exceptional customer experience.Strategy Design and Monitoring: Develop and refine Optus' final collection strategies to ensure compliance, and regularly review operational performance and customer outcomes.Team Management: Lead and support the Recoveries team in collaborating with internal and external stakeholders, including administrators and suppliers, to achieve business objectives. Key Skills and Experience Leadership expertise in recovery-related roles, with a proven ability to manage large teams and high volumes of customer data in a constantly evolving environment.Extensive experience managing collections and recovery functions for a diverse customer base, including consumer, SMB, and enterprise segments.Highly developed negotiation and customer management capabilities.Expertise in interpreting and utilising Accounts Receivable portfolio statistics for informed decision-making.Proven experience in overseeing the entire recoveries lifecycle, including debt sale and management of third-party collections partners.Strong analytical skills to assess operational performance and make data-driven improvements. Perks We Love at Optus 3 days in the office, 2 days remote – with flexible hours to suit!Inclusive paid parental leave, up to 14 weeks for the primary caregiver.All Optus employees have access to resources, webinars, and support via the 'Parents at Work portal'.Own your own growth by accessing an extensive online and facilitator-led learning catalogue – even earn an MBA micro-credential via OptusU (University).Connect at work through one of our employee-led volunteer groups: Culture Connect, Elevate Women, Disability Network, Express Yourself (LGBTQIA+), United Veterans, and Yarn Network. Keen to see what it's really like to work at Optus?
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