Randstad is partnering with a reputable financial institution for a Senior Contact Centre Manager within their Collections & Hardships space. Key ..
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.
At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.
Please click here to apply.