Senior Manager, Financial Assistance & Customer Service

Allied Credit; Sydney; Hybrid; AUD 150,000 - 230,000; Full time

Benefits offered by this job

Hybrid work model

Wellness day

Discount offers

Learning & development

Parental leave 16 weeks

Job summary

Allied Credit is seeking a Senior Manager to lead Financial Assistance and Customer Relations, driving fair, empathetic outcomes for customers in financial difficulty while aligning with regulatory obligations. You will manage a high-performing team and set the strategic direction for hardship, complaints, and customer remediation.

This leadership role requires strong governance, risk management and stakeholder engagement, balanced with commercial priorities, in a hybrid workplace that supports

Qualifications

• Experience in hardship, complaints, dispute resolution within a regulated environment.
• Strong understanding of regulatory frameworks and risk management in consumer finance.
• Proven track record building high-performing teams and driving cultural excellence.
• Exceptional stakeholder management and influencing skills.

Responsibilities

• Provide strategic and operational leadership across hardship and complaints functions.
• Balance customer-first outcomes with business priorities for vulnerable customers.
• Embed governance, risk management and regulatory compliance practices.
• Drive continuous improvement through insights and root cause analysis.
• Lead, coach and inspire teams to deliver high-quality outcomes.
• Partner across the organisation to influence change and improve customer experiences.

Skills

Leadership

Hardship management

Complaints handling

Customer service

Regulatory knowledge

Stakeholder management

Team leadership

Job description

Senior Manager, Financial Assistance & Customer Service

Senior Manager, Financial Assistance & Customer Relations

• Lead skilled teams in a customer-facing area of the business.
• Join an ambitious firm which is growing, evolving & improving its processes.
• Allied Credit has a hybrid work environment; we understand the value of a work-life balance.

We are seeking an experienced and passionate leader to step into the role of Senior Manager -Financial Assistance & Customer Relations (IDR &EDR).

In this critical leadership role, you will be responsible for shaping and delivering best-in-class financial assistance and complaints management outcomes and strategies. You will lead a high-performing team, ensuring fair, efficient and empathetic resolutions for customers experiencing financial difficulty, vulnerability or expressions of dissatisfaction, while maintaining strong alignment with regulatory obligations and operational priorities.

What you will be doing

• Provide strategic and operational leadership across hardship and complaints functions.
• Balancing customer-first outcomes and business priorities, particularly for vulnerable customers.
• Embed strong governance, risk management and regulatory compliance practices.
• Drive continuous improvement through insights, root cause analysis and systemic uplift.
• Lead, coach and inspire teams to deliver high-quality, efficient and consistent outcomes.
• Partner across the organisation to influence change and improve customer experiences.

Your background

• Proven experience in hardship, complaints, dispute resolution and customer service functions within a regulated environment.
• Strong understanding of regulatory frameworks, customer remediation and risk management within consumer finance.
• A track record of building high-performing teams and driving cultural excellence.
• Exceptional stakeholder management, presenting and influencing skills.
• The ability to balance customer advocacy with commercial and organisational outcomes.
• A passion for delivering fair, empathetic and sustainable solutions for customers.

Why work for Allied Credit?

• Work-life balance - hybrid working arrangements allow a balance of working from home and the office, and we are always willing to discuss flexible working options.
• Wellness day to take a day off for some R&R around your birthday and a Volunteer Day to support your community.
• Discount offers on selected retailers, car loans and novated leasing options.
• A learning environment where we take your development and career aspirations seriously.
• 16 weeks of paid parental leave along with Salary Continuance Insurance.

We want individuals who will buy into and thrive with Allied Credit's Values of Customer Focus, Adaptability, Risk Confidence, Integrity and Teamwork. We welcome free thinkers who challenge the status quo and embrace change.

Allied Credit pledges to treat all candidates with the utmost respect and professionalism throughout the recruitment process. We promise to conduct a fair, transparent, and inclusive hiring process, ensuring that all candidates are evaluated based on their skills, experience, and potential, regardless of race, gender, age, disability, sexual orientation or any other irrelevant characteristic.