Strategic Leader – Financial Assistance & Customer Relations

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

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