Collections Team Leader

Shift Financial Pty; Sydney; Hybrid; AUD 120,000 - 160,000; Full time

Benefits offered by this job

Collaborative team

Flexible working policy

26 weeks parental leave

Modern offices in North Sydney

Wellbeing benefits

Job summary

Shift Financial Pty is seeking a Collections Team Leader to manage a high-volume commercial collections team, driving outcomes while balancing customer focus and credit quality.

You will mentor officers, handle escalations on complex accounts, own KPIs, and work with Finance, Credit, and Operations to maintain portfolio health and ensure compliance with AU regulations.

Qualifications

• 7+ years in receivables, credit management, or debt recovery with commercial lending experience.
• Proven leadership in collections or credit operations with coaching experience.
• Track record delivering team targets for delinquency, recovery, and loss metrics.
• Experience handling escalations for complex commercial accounts.
• Knowledge of AU regulatory obligations (NCCP Act, ASIC, Privacy Act).
• Experience with credit control frameworks and process improvements.
• Strong communication and stakeholder management.

Responsibilities

• Lead and mentor a team of Collections Officers in high-volume commercial collections.
• Act as escalation point for complex, high-value commercial accounts.
• Own team KPIs: delinquency, recovery, and loss targets.
• Set workloads and provide regular coaching to the team.
• Identify improvement areas and champion faster processes.
• Contribute to credit control framework for commercial lending.
• Collaborate with Finance, Credit, Account Management and Operations.

Skills

Leadership

Credit management

Stakeholder management

Debt recovery

Regulatory knowledge AU

CRM systems

Communication

Tools

CRM platforms

Debt management tools

Job description

Who is Shift?

At Shift, we’re business specialists dedicated to helping Australian SMEs take control of their cashflow, streamline trade terms and choose the right financial products.

We believe Australian businesses are the driving force behind our economy and are core to our communities. That’s why our business expertise, focus on relationships, and market-leading technology is at the core of everything we do. We’ve helped solve the credit and payment pain points for more than 30,000 businesses, providing over $6 billion in aggregate funding.

Our unique approach to product innovation combined with our collaborative culture means you can build your career in a supportive environment. You’ll be joining a diverse team of over 300 people who are always looking to deliver better outcomes for Australian businesses.

About the Role:

At Shift, we’re on the lookout for a Collections Team Leader who knows the ins and outs of recovering commercial debts and enjoys challenging the status quo. You’ll motivate, coach, and develop your team to achieve outstanding results balancing customer focus with sharp commercial outcomes. Your expertise will help us keep losses low and our portfolio healthy, all while making the collections process smarter and more effective.

What You’ll Do:

• Lead, mentor, and support a team of Collections Officers in a high-volume, commercial collections environment
• Be the escalation point for complex, high-value, or sensitive commercial accounts—solving tricky cases and guiding your team
• Own team KPIs, driving results on delinquency, recovery, and loss targets with a solutions-oriented approach
• Set clear expectations and allocate workloads effectively
• Provide regular feedback, coaching, and drive ongoing team capability and engagement
• Spot areas for improvement and champion smarter, faster processes across the collections function
• Play a key part in shaping and maintaining a credit control management framework fit for commercial lending
• Collaborate with colleagues in Finance, Credit, Account Management, and Operations to ensure the best outcomes
• Identify team growth opportunities and handle performance issues constructively

What You’ll Bring:

• 7+ years’ experience in receivables, credit management, or debt recovery, with significant experience in commercial collections and commercial lending
• Proven leadership in collections or credit operations, including coaching and performance management
• Track record of achieving team targets for commercial delinquency, recovery, and loss metrics
• Expertise in managing escalations for complex and high-stake commercial accounts
• Comprehensive understanding of AU regulatory obligations (NCCP Act, ASIC guidelines, Privacy Act)
• Experience with credit control frameworks, process improvement, and commercial collections models
• Strong communicator with great stakeholder management and influencing skills
• Comfortable with collections systems, CRM platforms, and debt management tools

Key benefits:

• Collaborative teams – a flat structure means everyone can learn from colleagues and senior leaders around the business.
• Be involved – come together with all of your colleagues every 100 days to share the product and technology roadmap and business strategy.
• Flexible working environment – we’re headquartered in North Sydney with state-based workplaces and offer a flexible work policy.
• Family support – industry leading 26 weeks paid parental leave.
• Purpose built spaces within our office – designed for collaboration, brainstorming, socialising, and focused work.
• Range of benefits supporting your physical, psychological and financial wellbeing. From a day off on your birthday to excellent end of trip facilities.

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