Head of Collections – Lead SME Portfolio Strategy

About the role

As Head of Collections you 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 both downstream collections and upstream underwriting.

Key responsibilities

• Lead collections strategy for early and mid‑stage arrears across the SME portfolio, 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 operational processes to improve cure rates and efficiency.
• Provide insights to credit policy and underwriting, shaping portfolio risk upstream.
• Lead, 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 management and support for vulnerable customers.
• Partner 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 combined with strong operational instincts; able to set vision and execute.
• Data‑driven decision‑making experience using 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 salary range of AUD 200k–250k plus superannuation and performance bonus.
• Opportunity to shape strategy at a fast‑moving, customer‑obsessed financial services firm.
• Leadership role with a seat at the executive table influencing credit, risk and customer experience.