Portfolio Collections Manager

About the role

As a Portfolio Collections Manager you will lead the team responsible for ensuring customers are supported and loans are serviced throughout their tenure. You will own the health of the portfolio from post‑settlement to close, balancing customer care with protecting the company’s position.

Key responsibilities

• Lead, coach and develop Portfolio Support Officers, setting expectations and fostering a culture of genuine customer care.
• Allocate portfolios, run file reviews, and act as escalation point for complex customer matters.
• Own overall portfolio performance, monitor key dates, and ensure accurate loan records.
• Manage arrears and hardship cases, negotiate repayment arrangements, and approve them within delegated authority.
• Report on arrears, roll rates, and emerging risks to senior risk leadership.

Required profile

• Significant experience in loan servicing, collections, hardship or portfolio management, preferably with residential mortgages.
• Proven leadership experience with a track record of improving performance and service quality.
• Empathetic yet firm approach to negotiations, with a strong customer‑first mindset.
• Deep knowledge of the National Credit Code, responsible lending and hardship obligations.

Required skills

• Strong working knowledge of portfolio data analysis and reporting.
• Ability to translate metrics into clear recommendations for senior leaders.

What we offer

• Competitive remuneration and flexible work arrangements.
• Extra days off for birthdays, life events and mental‑health resets.
• Two weeks of remote work from anywhere each year.
• Training and development budget for courses and conferences.
• Generous parental leave and discounted gym membership.
• Catered team lunches, social events and a dog‑friendly Sydney office with rooftop space.