Senior Manager, Customer Assist — Hardship & Mortgage

ORDE Financial Pty; Melbourne; Hybrid; AUD 180,000 - 240,000; Full time

Job summary

ORDE Financial Pty in Melbourne seeks an experienced Senior Manager to lead the Customer Assist division, including early arrears, hardship, and governance, reporting to the Head of Customer Assist. The role supports strategic direction, operational performance and continuous improvement across the function.

The successful candidate will collaborate with Compliance, Credit, Legal, Operations, Complaints, Client Services, Digital and Finance to deliver strong customer outcomes while maintaining

Qualifications

• Eight years’ experience in a similar capacity.
• Strong background in collections, hardship, complaints or financial services operations.
• Ability to provide senior leadership and direction in a busy operational function.
• Comfort with data, reporting and operational insights to identify trends and opportunities.

Responsibilities

• Act as delegate for the Head of Customer Assist, providing senior leadership and coverage across the division.
• Support strategic direction, operating plan and priorities for the Customer Assist division.
• Drive operational excellence through continuous improvement, automation opportunities and reporting enhancements.
• Lead early arrears strategy and customer engagement to prevent progression to later-stage arrears.
• Lead hardship and extra care outcomes, including assessment standards and sustainable outcomes.
• Oversee complaints, quality assurance and hindsight reviews across hardship and payment arrangements.
• Monitor performance measures such as roll rates, cure rates and service levels; report to executive and Board as needed.
• Provide leadership oversight of risk events, audits, regulatory obligations and governance activities across the division.
• Collaborate with Compliance, Credit, Legal, Operations, Complaints, Client Services, Digital and Finance to deliver outcomes.
• Lead capability uplift through coaching, onboarding, training and development with ORDE’s Flexible, Fair and Forthright approach.

Skills

Senior leadership

Collections

Hardship

Complaints handling

Financial services ops

Data & reporting

Continuous improvement

Job description

ORDE Financial Pty in Melbourne seeks an experienced Senior Manager to lead the Customer Assist division, including early arrears, hardship, and governance, reporting to the Head of Customer Assist. The role supports strategic direction, operational performance and continuous improvement across the function.

The successful candidate will collaborate with Compliance, Credit, Legal, Operations, Complaints, Client Services, Digital and Finance to deliver strong customer outcomes while maintaining