Head of Collections

About the role

The Head of Collections will own and execute the collections strategy for an SME lending portfolio, ensuring healthy credit performance while putting customers first. This senior position sits at the intersection of credit, risk and customer experience, influencing both downstream collections and upstream underwriting.

Key responsibilities

• Lead collections strategy across 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 and escalation pathways to improve cure rates and operational efficiency.
• Provide insights to shape credit policy and underwriting decisions.
• Mentor and develop a high‑performing collections team, building capability in complex arrears management and risk‑based decisioning.
• 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, trends and analytics.
• Deep understanding of regulatory requirements such as NCCP and responsible lending obligations.
• Commitment to treating customers fairly, even in difficult situations.

Required skills

What we offer

• Competitive base salary between AUD 200,000 and AUD 230,000 per year.
• Superannuation contributions.
• Performance bonus up to 20% of base salary.
• Opportunity to shape strategy at a fast‑moving, customer‑obsessed financial services firm.