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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading teams within collections and customer assistance functions, utilizing workforce management tools for demand forecasting and resource optimization while ensuring compliance with regulatory obligations.
Highest-signal resume keywords
Leadership In CollectionsWorkforce ManagementData-Driven Decision MakingStakeholder Relationship BuildingRegulatory Compliance
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Workforce PlanningForecastingOperational Performance MonitoringDelegated Authorities OversightCustomer Assistance Functions
Soft Skills
Empathetic LeadershipCoachingInfluencing SkillsRelationship BuildingAccountability
Tools & Technologies
Workforce Management ToolsData Insights Tools
Certifications & Qualifications
Background Screening
Industry Keywords
Financial Difficulty SupportSustainable Service DeliveryCustomer-Focused SupportRegulatory ObligationsAboriginal And Torres Strait Islander
About the role
Key responsibilities & impact- Lead a team supporting customers experiencing financial difficulty
- Develop workforce strategies, planning and forecasting for fluctuating call and case volumes
- Oversee delegated authorities and the overarching delegations framework
- Monitor operational performance against key metrics and sustainable compliance requirements
- Ensure alignment with regulatory obligations and lender expectations
- Partner with leaders across the business to meet obligations and deliver compassionate, customer-focused support
- Lead specialists and foster an environment for high performance, career growth and meaningful customer impact
- Use data, insights and workforce management tools to forecast demand and optimise resources
- Support sustainable service delivery across multiple brands and customer segments
Requirements
What you’ll need- Experience leading collections, hardship or customer assistance functions
- Experience as a people leader
- Experience with workforce management, workforce planning and forecasting
- Experience overseeing delegated authorities and delegations frameworks
- Ability to use data, insights and workforce management tools to forecast demand and optimise resources
- Ability to balance customer needs, regulatory obligations and business priorities
- Ability to coach team members and navigate operational priorities
- Strong stakeholder relationship-building and influencing skills
- Authentic, empathetic and accountable leadership style
- Successful candidates must complete background screening, which may include identity, reference, criminal background, immigration, academic qualification and bankruptcy checks
- Aboriginal and Torres Strait Islander People are encouraged to apply
Benefits
Comp & perks- Flexible working arrangement
- Discounted financial products
- Salary sacrificing options
- Paid parental leave with no minimum requirements
- Purchase additional annual leave
- Discounted private health insurance plan
- Employee Assistance Program (EAP) for employees and their families
- Access to employee network groups, including First Nations Reconciliation, LGBTQIA+, Multicultural, Gender, Early Careers, and accessibility groups
- Pride in Diversity membership
- Inclusive workplace supporting diversity and reasonable adjustments