Customer Solutions Manager

Pepper Money ANZ; Adelaide; Híbrido; AUD 120.000 - 160.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid working model

Parental leave flexibility

Development opportunities

Spice Reward & Recognition program

DE&I initiatives

Free gym membership

Discounted health insurance

Novated leasing

Staff loan program

Referral bonus

Descripción de la vacante

Pepper Money ANZ is seeking a hands-on Manager Third Party Services to lead a portfolio focused on collections, hardship, and recoveries, delivering strong customer outcomes. You will coach teams, manage risks, and build trusted client relationships while driving efficiency and performance improvements across operations.

The role emphasizes hands-on leadership with a focus on results, process improvement, and delivering commitments within a regulated financial services environment.

Formación

• Strong leadership experience within collections, hardship, recoveries or a similar regulated financial services environment.
• A track record of coaching and developing people while creating clear accountability for performance.
• Strong understanding of regulatory, risk and compliance obligations within financial services.
• Experience managing operational performance against agreed measures and client commitments.
• Confidence working directly with clients and managing issues, expectations and competing priorities.

Responsabilidades

• Lead the day-to-day operational performance of an allocated client portfolio.
• Drive performance across collections, hardship and recoveries while maintaining a strong focus on customer outcomes.
• Lead, coach and develop your direct reports, creating clear expectations and accountability for results.
• Monitor workflow, volumes, capacity and performance to ensure client commitments and operational targets are achieved.
• Build strong day-to-day relationships with clients, supporting performance reviews, reporting and issue resolution.
• Use performance data and insights to identify emerging issues and opportunities for improvement.
• Identify opportunities to simplify processes, improve efficiency and reduce rework.
• Support the delivery of automation, digitisation and broader operational improvement initiatives

Conocimientos

Leadership experience

Coaching & development

Regulatory knowledge

Client management

Operational performance

Descripción del empleo

At Pepper Money, we've spent more than 26 years helping people achieve their goals. Today, we're one of Australia and New Zealand's leading non-bank lenders, supporting more than half a million customers with a range of lending solutions. While we're proud of our growth and success, it's our people, partnerships and willingness to do things differently that continue to drive us forward.

The Role

As Manager Third Party Services you'll take hands-on responsibility for the day-to-day performance of an allocated client portfolio, with a strong focus on collections, hardship, recoveries and positive customer outcomes.

You'll lead and coach your team, keep a close eye on operational performance and work directly with clients to ensure commitments are delivered. From resolving operational issues and managing risk through to improving processes and lifting performance, you'll be someone who isn't afraid to get into the detail and make things happen.

You'll also build trusted relationships with our clients, providing visibility of portfolio performance, resolving issues and ensuring agreed commitments are delivered. Along the way, you'll look for smarter ways of working and opportunities to improve performance, efficiency and customer outcomes.

• Lead the day-to-day operational performance of an allocated client portfolio.
• Drive performance across collections, hardship and recoveries while maintaining a strong focus on customer outcomes.
• Lead, coach and develop your direct reports, creating clear expectations and accountability for results.
• Monitor workflow, volumes, capacity and performance to ensure client commitments and operational targets are achieved.
• Build strong day-to-day relationships with clients, supporting performance reviews, reporting and issue resolution.
• Use performance data and insights to identify emerging issues and opportunities for improvement.
• Identify opportunities to simplify processes, improve efficiency and reduce rework.
• Support the delivery of automation, digitisation and broader operational improvement initiatives

About you

You're a hands-on people leader who enjoys being close to the operation and knows how to turn performance information into action. You're comfortable coaching your team, getting into the detail when something isn't working and balancing customer outcomes with commercial and operational requirements.

You'll bring:

• Strong leadership experience within collections, hardship, recoveries or a similar regulated financial services environment.
• A track record of coaching and developing people while creating clear accountability for performance.
• Strong understanding of regulatory, risk and compliance obligations within financial services.
• Experience managing operational performance against agreed measures and client commitments.
• Confidence working directly with clients and managing issues, expectations and competing priorities.

Our values guide how we work, make decisions and support each other.

Can Do:We look for better ways of doing things and work together to deliver great outcomes.

Balanced: We set our customers up for success, crafting win-win outcomes that are both human and profitable.

Real: We keep it honest and respect everyone, building genuine connections.

We know that great work happens when people feel supported. That's why we offer benefits that help you grow your career, recognise your contribution and support your wellbeing, whatever stage of life you're in. Here's a snapshot of what you'll find at Pepper:

• Development: a full suite of development opportunities and a great team to learn from
• Recognition: Celebrate efforts with our Spice Reward and Recognition Program and diversity through our DE&I initiatives
• Flexibility: Embrace our hybrid working model, flexible parental leave policies and purchased leave options
• Health and Wealth: Free gym membership, discounted health insurance policies, novated leasing and staff loan rates to manage your mind, body and wallet!
• Referral Bonus: Earn $2000 for referring great people.

For more information on Pepper visit www.peppermoney.com.au.

At Pepper, we're proud of the inclusive and diverse workplace we've built over the past 26 years. Creating a culture where people feel respected, supported and able to be themselves is part of who we are. It's reflected in our values, our people practices, and the way we work together every day.