Empathy-Driven Collections Manager (Hybrid)

People First Bank; Adelaide; Hybrid; AUD 110,000 - 140,000; Full time

Benefits offered by this job

Hybrid working arrangements

Discounts on banking products

Training and development opportunities

Competitive leave benefits

Wellbeing support and EAP

Job summary

People First Bank is seeking a Manager, Customer Assist to lead a compassionate team at our Adelaide CBD Head Office. This permanent, full-time role focuses on supporting customers in financial difficulty while driving effective collections and hardship outcomes, balancing service with compliance and risk.

You will empower a team, foster empathy and continuous improvement, and partner across the business to deliver exceptional customer outcomes in a dynamic, hybrid work environment.

Qualifications

• Proven leadership experience leading teams
• Strong communication skills and stakeholder management
• Customer-centric focus with empathy and resilience
• Continuous improvement mindset to increase efficiency and service quality

Responsibilities

• Lead strategies to reduce delinquency and improve outcomes
• Foster empathy, accountability and customer centricity across the team
• Maximise operational efficiency and service levels
• Provide support for complex or escalated customer matters
• Conduct quality assurance reviews and reporting
• Build strong partnerships across the business
• Balance strategic leadership with hands-on operational support
• Uphold a strong risk culture and WHS standards

Skills

Leadership experience

Communication skills

Customer-centric approach

Continuous improvement mindset

Education

Tertiary qualifications in Management or Finance

Job description

People First Bank is seeking a Manager, Customer Assist to lead a compassionate team at our Adelaide CBD Head Office. This permanent, full-time role focuses on supporting customers in financial difficulty while driving effective collections and hardship outcomes, balancing service with compliance and risk.

You will empower a team, foster empathy and continuous improvement, and partner across the business to deliver exceptional customer outcomes in a dynamic, hybrid work environment.