Lead, Early-Stage Collections & 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

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.