Collections Team Leader – Early Stage and Hardship

Mykey People; Sydney; Hybrid; AUD 140,000 - 180,000; Full time

Benefits offered by this job

Hybrid work options

Performance-based bonus

Job summary

Yamaha Financial Services is seeking a Collections Team Leader to guide a five-person team focused on early-stage collections and hardship support. The role emphasizes coaching, outcomes, and regulatory compliance within a highly structured environment.

Responsibilities include performance monitoring, workload management, and decision support on complex collections matters to achieve sustainable customer outcomes in both consumer and asset finance portfolios.

Qualifications

• Strong background in consumer collections, ideally in early-stage arrears.
• Proven experience leading and developing people.
• Experience managing hardship, customer assistance and vulnerable customer situations.
• Solid understanding of debt collection guidelines (NCCP).

Responsibilities

• Lead, coach and develop a team of Early-Stage Collections and Hardship specialists.
• Monitor individual and team performance against KPIs and service standards.
• Oversee early-stage delinquent accounts across consumer and commercial asset finance portfolios.
• Organise and reprioritise team workloads and daily operational priorities.
• Provide guidance and decision support on complex collection matters and escalations.
• Oversee end-to-end hardship and customer assistance programs.
• Review and approve payment arrangements and hardship solutions within delegated authority.
• Identify emerging portfolio risks and implement targeted collection and remediation strategies.
• Maintain strong compliance, governance and quality assurance standards.
• Analyse portfolio performance and identify opportunities to improve customer and commercial outcomes.
• Drive continuous improvement across collections and customer assist processes.

Skills

Leadership

Coaching

People management

Regulatory compliance

Debt collection

NCCP knowledge

Tools

NCCP guidelines

Job description

Collections Team Leader – Early Stage and Hardship

Yamaha Financial Services is seeking a Team Leader to lead a team of five, including early-stage collectors and a dedicated hardship officer. The role oversees the Early-Stage Collections and Customer Assist functions, supporting customers across Yamaha’s financial services business.

This is a pure leadership role with no personal portfolio, allowing you to focus on coaching, team performance and customer outcomes within a highly regulated environment. You will be accountable for operational efficiency, compliance, customer experience and team capability, with a strong focus on proactive engagement, early intervention and sustainable customer outcomes.

Key Responsibilities

Lead, coach and develop a team of Early-Stage Collections and Hardship specialists

Monitor individual and team performance against agreed KPIs and service standards

Oversee early-stage delinquent accounts across consumer and commercial asset finance portfolios

Organise and reprioritise team workloads and daily operational priorities

Provide guidance and decision support on complex collection matters and escalations

Oversee end-to-end hardship and customer assistance programs

Review and approve payment arrangements and hardship solutions within delegated authority

Identify emerging portfolio risks and implement targeted collection and remediation strategies

Maintain strong compliance, governance and quality assurance standards

Analyse portfolio performance and identify opportunities to improve customer and commercial outcomes

Drive continuous improvement across collections and customer assist processes

About You

You will bring a strong background in consumer collections, ideally within early-stage arrears, together with proven experience leading and developing people.

Strong experience in consumer collections, with early-stage collections experience preferred

Experience in automotive asset finance or asset-based consumer finance a definite advantage

Solid understanding of debt collection guidelines and NCCP

Experience managing hardship, customer assistance and vulnerable customer situations

Proven ability to organise and reprioritise team workloads in a changing operational environment

Confidence to make decisions autonomously, take ownership and be accountable for outcomes

A firm and decisive leadership style, while maintaining a measured and professional approach

A curious and developmental coaching style that encourages team members to think through decisions and build their capability

Demonstrated ability to improve arrears and customer outcome metrics

Why Join?

This is a true leadership role with no personal ledger. Your focus is 100% on leading, coaching and developing your people and driving team performance

Opportunity to shape early-stage collections and hardship outcomes within a growing automotive finance business

Work closely with an experienced and supportive Collections Manager

An opportunity for high-potential senior collections professionals ready to step into leadership, or experienced Team Leaders looking for a genuine people-focused leadership role

Hybrid work options

6-monthly performance-based bonus

Genuine career opportunities, career development and internal progression

Modern offices with on-site parking and an inclusive workplace environment

Training and compliance support to help you succeed in your role