Senior Manager, Future-State Collections & Customer Ops

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

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