Head of Collections (Financial Services)

About the role

The Head of Collections will own the strategy that keeps the SME loan portfolio healthy, supports customers, and drives growth. This senior position sits at the intersection of credit, risk and customer experience, influencing decisions across the business.

Key responsibilities

• Lead collections strategy for early and mid‑stage arrears, focusing on curing delinquency and preventing escalation.
• Implement proactive early‑warning frameworks to identify at‑risk accounts before problems deepen.
• Design best‑practice treatment strategies, escalation pathways and efficiency improvements.
• Provide insights to credit policy and underwriting, shaping the portfolio upstream.
• Mentor and develop a high‑performing collections team, building capability in complex arrears management.
• Champion customer‑centric, fair collections practices, including hardship and vulnerable customer support.
• Collaborate with Credit, Risk, Operations and Sales to influence overall portfolio strategy.

Required profile

• Proven leadership experience in collections, credit risk or arrears management, preferably within SME lending, fintech or commercial finance.
• Strategic mindset with strong operational instincts; able to set vision and roll up sleeves.
• Data‑driven decision‑making experience, comfortable with dashboards and trend analysis.
• Deep understanding of regulatory requirements such as NCCP and responsible lending obligations.
• Commitment to treating customers fairly, even in difficult situations.

Required skills

• Data analysis and dashboard reporting
• Regulatory compliance (NCCP, responsible lending)

What we offer

• Competitive salary range $200k‑$230k AUD plus superannuation and a 20% performance bonus
• Leadership seat at the table influencing credit, risk and customer experience strategy