Transformation Lead: Future-State Collections & Customer Ops

Michael Page Australia; Melbourne; Hybrid; AUD 120.000 - 160.000; Teilzeit

Benefits dieser Stelle

Hybrid work environment

Zusammenfassung

Michael Page Australia is recruiting for an experienced Collections or Customer Operations Leader to join a major, highly regulated organisation undergoing a significant transformation. You will establish and shape a future-state collections function while leading outreach via an external BPO partner and collaborating with senior stakeholders.

You will drive performance improvements, support design of operating models, and deliver enduring operational outcomes in a complex setting.

Qualifikationen

• Experience within 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, telecommunications or similar sectors.
• Experience leading operational change, transformation or improvement initiatives.
• Strong stakeholder management skills with an ability to engage senior executives.
• Excellent commercial, analytical and reporting capability.
• A hands-on approach and ability to operate effectively in ambiguity.

Aufgaben

• Lead a large-scale proactive customer outreach program delivered through an external BPO partner.
• Support development of future collections strategies, operating models and customer support initiatives.
• Collaborate with senior stakeholders to drive meaningful change.
• Build a future-state collections function within a complex, regulated environment.
• Report to the Head of Credit & Collections and shape the transformation agenda.
• Contribute to building a critical business capability from the ground up.

Kenntnisse

Collections experience

Vendor/BPO management

Regulated environments

Operational change leadership

Stakeholder management

Analytical & reporting

Ambiguity handling

Jobbeschreibung

• Join a high-profile transformation environment
• Contract opportunity

About Our Client

A large and highly regulated essential services organisation undergoing significant transformation, offering a rare opportunity to help shape the future of its collections and customer support capability.

Job Description

• An exciting opportunity exists for an experienced Collections or Customer Operations Leader to join a business undergoing a significant transformation journey.
• This is not a traditional collections role. Instead, you'll play a key role in helping establish and shape a future-state collections function within a complex, highly regulated environment.
• Reporting to the Head of Credit & Collections, you will lead a large-scale proactive customer outreach program delivered through an external BPO partner while supporting the development of future collections strategies, operating models, and customer support initiatives.
• You'll work closely with senior stakeholders, drive meaningful change, and contribute to building a critical business capability from the ground up.
• This is a rare opportunity for someone who thrives in transformation environments and enjoys creating structure, improving processes, and delivering lasting operational outcomes.

The Successful Applicant

A successful Manager, Customer Assist Operations should have:

• Capability to analyse performance data and drive improvements.Experience within 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, telecommunications or similar sectors
• Experience leading operational change, transformation or improvement initiatives
• Strong stakeholder management skills with an ability to engage senior executives
• Excellent commercial, analytical and reporting capability
• A hands-on approach and ability to operate effectively in ambiguity

What's on Offer

• Rare opportunity to build a future-state collections function
• Direct exposure to senior leadership and executive stakeholders
• Significant transformation and change agenda
• Hybrid working environment
• Potential for long-term career opportunities

If this role aligns with your skills and experience, we encourage you to apply.