Duties and Responsibilities:

• Support the Collections Team in supervising day-to-day team operations and implementing collection strategies.
• Set clear team goals, delegate tasks, and manage deadlines.
• Monitor team performance, report on metrics, and ensure adherence to guidelines and regulations.
• Mentor, guide, and provide training to team members to maintain high performance standards.
• Handle escalated cases, complex issues, and customer disputes, ensuring timely and effective resolutions.
• Promote a collaborative and positive team environment, recognising high performance and encouraging creativity.
• Foster professional relationships with customers while ensuring effective debt recovery.
• Address customer complaints professionally, ensuring all activities comply with regulatory requirements (ASIC and others).
• Assist with hiring processes, training new team members, and overseeing quality and compliance of team work.
• Analyse data to identify trends, suggest improvements, and promote team adherence to performance goals.
• Generate comprehensive reports on team performance and mission-related objectives.
• Suggest and organise team-building activities to foster collaboration and creativity.

Must Have:

• Minimum of 2 years proven experience in a collections role as a team leader/supervisor.
• Familiarity with debt collection laws and practices.
• Results-driven, with a focus on achieving targets and team objectives.
• Strong organisational skills, with the ability to manage time and priorities effectively.
• Knowledge of performance metrics, and experience analysing data for team improvement.
• Excellent communication and leadership skills.
• Strong problem-solving and conflict resolution abilities.
• Ability to build trust and foster positive relationships within the team and with customers.
• Emotional intelligence, patience, and resilience in handling escalated matters.
• A collaborative mindset, encouraging innovation and creativity from team members.
• Attention to detail with the ability to see the bigger picture.

What Does Success Look Like? After 12 months, you will have:

• Consistently helps the team meet or exceed debt revenue goals by implementing effective strategies and overseeing day-to-day operations.
• Recognised for their strong leadership skills, having successfully mentored and developed several team members.
• Trusted to handle escalated and complex cases with professionalism and efficiency, consistently resolving issues in a timely manner while maintaining high customer satisfaction.
• Identifies areas where processes can be improved and suggests new strategies or technologies that increase the efficiency of collections.
• Strong understanding of debt collection laws and ensures all activities within the team are compliant with both internal policies and external regulations.
• Successfully fosters a high-performance culture within the team.
• Actively contributes to building a positive team culture by encouraging collaboration, creativity, and open communication.