Team Leader - Insurance

Credit Collection Services Group Pty Ltd; Sydney; On-site; AUD 90,000 - 170,000; Full time

Benefits offered by this job

Competitive remuneration

Parental leave

Bonus program

Team building events

Novated leasing

Employee assistance program

Development opportunities

Yearly Flu Shots

Job summary

Credit Collection Services Group Pty Ltd, located in Sydney CBD, seeks an experienced Team Leader to guide a high-performing collections squad within the Insurance space. You will oversee recovery, skip tracing, and referrals for litigation while driving KPIs and ensuring compliant, professional customer outcomes.

The role emphasizes frontline leadership with regular office presence to support visibility and collaboration. If you excel at coaching and stakeholder management, apply now.

Qualifications

• 5+ years in debt collection industry.
• 2+ years leadership in Banking & Finance or related discipline.
• Strong understanding of asset management, field services and third-party management.
• Experience in insurance claims management.
• Proven ability to meet targets and thrive under pressure.
• Excellent stakeholder engagement and communication skills.

Responsibilities

• Recruit, train, and coach Collections Officers.
• Manage day-to-day team operations including leave, performance, and development.
• Provide technical and regulatory oversight.
• Ensure compliance with policies, procedures, and work instructions.
• Maintain up-to-date Work Instructions and Client Profiles.
• Escalate legal matters and understand client-specific agreements.
• Be a subject matter expert in General Insurance Code of Practice, ASIC Debt Collection Guidelines and Privacy Act.
• Conduct regular call coaching, feedback, and calibrations.
• Represent the team in client meetings.
• Uphold data confidentiality and security.

Skills

Leadership

Stakeholder engagement

Regulatory knowledge

MS Office proficiency

Communication skills

Tools

Debt collection systems

Document management systems

Call centre technology

Skip tracing tools

SharePoint

Excel

Job description

Are you ready to lead and inspire a high-performing Collections team within the Insurance space?

Who are we?

Located in the heart of Sydney CBD, CCSG is a full service debt recovery agency incorporating contingent debt collections, legal services, investigations and debt purchase. Our goal is to create a better workplace, deliver superior client and customer outcomes, and ensure sustainable financial results for all stakeholders.

We’re a team of high energy and enthusiastic people. We truly believe in the importance of providing customer excellence for both our customers and clients, living our corporate values of Commitment, Compliance, Service and Greatness.

We are a bunch of committed likeminded people with brilliant minds who thrive of collaboration, knowledge sharing and collective success. We work hard to achieve results and acknowledge the importance of balance and flexibility. We create a collaborative and supportive environment with a culture that recognises our achievements and celebrates our wins as we continue to learn and grow together.

The role

We work with clients across Insurance, Asset Finance, Banking and Finance, supporting customers to resolve outstanding debts in a compliant, professional and fair way.

As a Team Leader, you will assist the Collections Manager in leading a team of skilled account managers to ensure the efficient recovery of insurances. Your responsibilities will include overseeing recovery and skip tracing efforts, reviewing and referring files for litigation, and driving the team to achieve targets and KPIs set by management.

This is a Sydney CBD-based leadership role, with a strong expectation of regular office presence given the importance of visibility, collaboration and frontline leadership. Some flexibility may be available in line with business needs and CCSG’s ways of working.

Our office is close to public transport Town Hall Station 3 mins | Museum Station 5 mins | Gadigal Station 2 mins | Light Rail, Town Hall 3 mins

Responsibilities

In this role, you will:

• Recruit, train, and coach Collections Officers;
• Manage day-to-day team operations including leave, performance, and development;
• Provide technical and regulatory oversight;
• Ensure compliance with policies, procedures, and work instructions;
• Maintain up-to-date Work Instructions and Client Profiles;
• Escalate legal matters and understand client-specific agreements;
• Be a subject matter expert in General Insurance Code of Practice, ASIC Debt Collection Guidelines and Privacy Act;
• Conduct regular call coaching, feedback, and calibrations;
• Represent the team in client meetings;
• Uphold data confidentiality and security.

Requirements

What we are looking for:

• 5+ years of experience in the debt collection industry;
• 2+ years leadership experience, preferably in a Banking & Finance related discipline.
• Strong understanding of asset management, field services, and third-party management;
• Experience in insurance claims management;
• Proven ability to meet targets and thrive under pressure;
• Excellent stakeholder engagement and communication skills;
• Proficient in MS Office (Outlook, SharePoint, Teams, Excel, Word, PowerPoint);
• Experience with debt collection systems, document management, and call centre technology;
• Familiarity with skip tracing tools and insurance litigation processes;
• In-depth knowledge of industry codes and regulations;

What can we offer you?

• Competitive remuneration and bonus structure
• Freshly fitted out workspace designed for collaboration
• Company paid parental leave
• Champion of champions program – get recognised and win up to $2500 per year!
• Referral bonus of $1500!
• Years of service bonuses
• Various team building events
• Fortnightly fruit box
• Swag discounts with major leading brands
• Novated Leasing
• Employee assistance program
• Development opportunities
• Yearly Flu Shots

Please be aware, that we will only be responding to shortlisted candidates. Please note that whilst the closing date is listed as 6 October 2026, applications will be assessed as they are received, with the selection process running concurrently with this advertisement. Final appointment may be made prior to the closing date, so please apply as soon as possible. We are aiming to expand our team and appoint immediately.

CCSG is an Equal Opportunity Employer and we value diversity and inclusion in the workplace. We seek to recruit, develop and retain the most talented people from diverse cultures, perspectives, skills and experiences within our workforce. All employment will be based on merit, competence, performance and business needs.