Head of Customer Interactions

Reporting directly to the AU CEO, you'll lead Customer Service and Collections across Branded Financial Services, shaping the future of how customers are supported from day one through to resolution. This is a leadership role with real influence, combining strategy, operational excellence, people leadership and continuous improvement.

We're looking for someone who knows how to create exceptional customer experiences while delivering strong collections outcomes. Someone who understands that recovery matters, but doing the right thing matters just as much.

So, what will you be doing?

• Developing and delivering the customer service and collections strategy
• Leading portfolio performance across the full customer lifecycle
• Driving arrears reduction, recoveries and loss mitigation outcomes
• Coaching, mentoring and developing leaders and teams
• Creating visibility of performance through meaningful data and reporting
• Building relationships with external lawyers, mercantile agents and recovery partners
• Ensuring compliance with Australian regulatory requirements and industry obligations
• Working closely with Risk, Technology, Operations and Finance on strategic initiatives
• Identifying smarter ways of working and embedding continuous improvement across the function

What we're looking for

• At least 10 years' experience within banking, finance, collections, credit risk or related environments
• A minimum of 5 years' experience leading collections or customer operations teams at a senior level
• Deep understanding of arrears management, recoveries and customer outcomes
• An exceptional people leader who knows how to build culture, engagement and accountability
• Commercially minded with the ability to balance performance, compliance and customer experience
• Strong operational and strategic capability
• Confidence working with executive stakeholders and presenting at senior levels
• A solutions focused approach with the ability to turn ideas into action 

Most importantly, you're the type of leader who enjoys spending time with your team, helping them succeed, removing barriers and creating an environment where people can do their best work.

Why this role?

This position has evolved as the business continues to grow and mature. Significant work has already been done to strengthen the function, improve visibility through data and lifting performance. The next leader will build on that foundation, taking customer interactions to the next level while creating a culture where people thrive.

You'll inherit an engaged team and have the opportunity to:

• Lead both Customer Service and Collections as a unified customer interaction function
• Build a high performing, accountable and customer focused culture
• Drive continuous improvement initiatives that enhance both customer and business outcomes
• Use data and insight to identify opportunities and make informed decisions
• Strengthen operational processes, efficiency and performance frameworks
• Build strong partnerships across the business and with external stakeholders
• Influence executive decision making and contribute as a key member of the leadership team
• Present confidently at Board and executive level when required

The environment

We believe great leadership comes from being present. We offer flexibility and understand that life happens, but this is not a role suited to regular work from home arrangements. Success in this position comes from building relationships, coaching teams and being visible when it matters.

If you're a commercially astute leader who can deliver outstanding customer outcomes while building a high performing culture, we'd love to hear from you.

Position description Apply now

Share