Collections Team Leader

About the role

At Shift, we’re on the lookout for a Collections Team Leader who knows the ins and outs of recovering commercial debts and enjoys challenging the status quo. You’ll motivate, coach, and develop your team to achieve outstanding results while balancing customer focus with sharp commercial outcomes.

Key responsibilities

• Lead, mentor, and support a team of Collections Officers in a high‑volume, commercial collections environment.
• Act as the escalation point for complex, high‑value, or sensitive commercial accounts, solving tricky cases and guiding the team.
• Own team KPIs, driving results on delinquency, recovery, and loss targets with a solutions‑oriented approach.
• Set clear expectations, allocate workloads effectively, and provide regular feedback and coaching.
• Spot areas for improvement and champion smarter, faster processes across the collections function.
• Play a key part in shaping and maintaining a credit control management framework for commercial lending.
• Collaborate with Finance, Credit, Account Management, and Operations to ensure the best outcomes.
• Identify team growth opportunities and handle performance issues constructively.

Required profile

• 7+ years’ experience in receivables, credit management, or debt recovery, with significant commercial collections and lending exposure.
• Proven leadership in collections or credit operations, including coaching and performance management.
• Track record of achieving team targets for delinquency, recovery, and loss metrics.
• Expertise in managing escalations for complex, high‑stake commercial accounts.
• Comprehensive understanding of Australian regulatory obligations (NCCP Act, ASIC guidelines, Privacy Act).
• Experience with credit control frameworks, process improvement, and commercial collections models.
• Strong communicator with excellent stakeholder management and influencing skills.
• Comfortable with collections systems, CRM platforms, and debt management tools.

Required skills

• collections systems
• CRM platforms
• debt management tools

What we offer

• Collaborative, flat‑structure teams that enable learning from colleagues and senior leaders.
• Regular company‑wide sessions every 100 days to share product, technology roadmap and business strategy.
• Flexible working environment with hybrid options and state‑based workplaces.
• Industry‑leading 26 weeks paid parental leave.
• Purpose‑built office spaces designed for collaboration, brainstorming, socialising and focused work.
• Comprehensive wellbeing benefits, including birthday day‑off and excellent end‑of‑trip facilities.