Manager, Customer Assist Operations

Technology CII; Melbourne; Hybrid; AUD 180,000 - 280,000; Full time

Benefits offered by this job

Hybrid work environment

Job summary

Technology CII in Melbourne is seeking an experienced Collections or Customer Operations Leader to join a large transformations program. You will help establish a future-state collections function within a highly regulated environment and lead a major outreach initiative through an external BPO partner.

Reporting to the Head of Credit & Collections, you will shape operating models, drive stakeholder engagement at senior levels, and deliver lasting operational improvements while navigating

Qualifications

• Experience in collections, customer assist, hardship, credit operations or receivables management.
• Strong vendor/BPO management experience.
• Exposure to highly regulated environments such as utilities, financial services, energy or similar sectors.
• Experience leading operational change, transformation or improvement initiatives.
• Strong stakeholder management skills with the ability to engage senior executives.
• Excellent commercial, analytical and reporting capability.
• Hands-on approach and ability to operate in ambiguity.

Responsibilities

• Lead a large-scale proactive customer outreach program delivered through an external BPO partner.
• Help establish and shape a future-state collections function within a complex, highly regulated environment.
• Report to the Head of Credit & Collections and drive meaningful change.
• Collaborate with senior stakeholders to build a critical business capability from the ground up.

Skills

Data analysis

Vendor management

Regulated environments

Operational change

Stakeholder management

Reporting & analytics

Job description

Hands-on leadership role responsible for leading a large-scale customer outreach program, managing outsourced vendor partnerships, and supporting the development of a future collections function within a highly regulated environment. Ideal for a resilient leader who thrives in transformation, change, and stakeholder engagement while driving operational performance and strategic initiatives.

Client Details

A large and highly regulated essential services organisation undergoing significant transformation, offering a rare opportunity to help shape the future of its collections and customer support capability.

Description

• An exciting opportunity exists for an experienced Collections or Customer Operations Leader to join a business undergoing a significant transformation journey.
• This is not a traditional collections role. Instead, you'll play a key role in helping establish and shape a future-state collections function within a complex, highly regulated environment.
• Reporting to the Head of Credit & Collections, you will lead a large-scale proactive customer outreach program delivered through an external BPO partner while supporting the development of future collections strategies, operating models, and customer support initiatives.
• You will work closely with senior stakeholders, drive meaningful change, and contribute to building a critical business capability from the ground up.
• This is a rare opportunity for someone who thrives in transformation environments and enjoys creating structure, improving processes, and delivering lasting operational outcomes.

Profile

A Successful Manager, Customer Assist Operations Should Have

• Capability to analyse performance data and drive improvements.Experience within collections, customer assist, hardship, credit operations or receivables management
• Strong vendor/BPO management experience
• Exposure to highly regulated environments such as utilities, financial services, energy, telecommunications or similar sectors
• Experience leading operational change, transformation or improvement initiatives
• Strong stakeholder management skills with an ability to engage senior executives
• Excellent commercial, analytical and reporting capability
• A hands-on approach and ability to operate effectively in ambiguity

Job Offer

• Rare opportunity to build a future-state collections function
• Direct exposure to senior leadership and executive stakeholders
• Significant transformation and change agenda
• Hybrid working environment
• Potential for long-term career opportunities