Team leader - Collections and Hardship

This is your chance to champion a team that makes a real difference—guiding customers through challenging times with empathy, while ensuring the highest standards of regulatory care. Enjoy the best of both worlds with a hybrid work model, modern office perks like an onsite gym, and a vibrant culture built on teamwork, trust, and shared achievement. Here, your wellbeing and professional growth are at the heart of everything they do—so you can thrive while making a meaningful impact.

* Inspire and empower a dedicated team focused on collections and hardship support, ensuring every customer receives compassionate service that meets all regulatory requirements and internal policies.
* Experience true work-life harmony with flexible working arrangements, including remote options, access to state-of-the-art office amenities such as an onsite gym, and generous leave benefits designed to support your personal needs.
* Join a workplace where collaboration, kindness, innovation, and unity are more than just words—they’re lived values that shape every interaction and help you grow alongside supportive colleagues.

What you'll do:

As Team Leader Collections and Hardship, you’ll be at the heart of a caring team dedicated to supporting customers facing financial difficulties. Your days will be filled with guiding your team through sensitive conversations, ensuring every action is handled with warmth and professionalism. You’ll oversee smooth operational flows, manage escalations thoughtfully, conduct quality checks for assurance, and provide valuable insights through detailed reporting. By nurturing a collaborative spirit within your team, you’ll drive positive change that uplifts both customers and colleagues. Your ability to communicate clearly will empower those experiencing hardship to understand their options fully. Success in this role means not only meeting compliance standards but also creating genuine moments of support that transform lives.

* Coach, mentor, and uplift a talented team of collections and hardship officers so they can deliver their very best while providing outstanding service to customers in need.
* Oversee daily operations by managing workflow, allocating resources thoughtfully, and handling escalations with care to ensure seamless functioning within the collections and hardship area.
* Closely monitor collection activities to guarantee arrears are managed in full alignment with both internal service agreements and external regulatory standards.
* Conduct regular internal audits to uphold rigorous procedures, taking swift action to address any gaps or areas for improvement.
* Serve as the go-to escalation point for complex complaints within the collections and hardship team, offering expert guidance to resolve sensitive issues with empathy.
* Investigate recurring complaints or process challenges by collaborating across teams to implement solutions that enhance the overall customer experience.
* Prepare comprehensive reports for senior management detailing complaint volumes, resolution trends, and key insights that inform strategic decisions.
* Support customers by breaking down complex financial information into clear, accessible advice—empowering them to make confident choices during difficult times.
* Champion continuous improvement by identifying opportunities for process optimisation and sharing best practices throughout the department.

What you bring:

To shine as Team Leader Collections and Hardship, you’ll bring rich experience from roles centred on responsible lending practices—especially those involving arrears management and hardship support. You’ll have guided teams through delicate situations where regulatory compliance is essential while fostering an environment of trust and encouragement. Your thoughtful approach to resolving customer complaints will be matched by your attention to detail in maintaining records for audit purposes. With exceptional interpersonal skills, you’ll educate both customers and colleagues on complex matters in ways that build confidence. Your enthusiasm for continuous improvement—combined with analytical insight—will help you spot opportunities for operational enhancements. Most importantly, your collaborative spirit will ensure everyone feels valued as you work together towards shared goals.

* A deep understanding of responsible lending principles—including arrears management and hardship regulations under frameworks such as the National Credit Code, APRA, and ASIC guidelines—that ensures every customer interaction is handled with care.
* Hands-on experience leading teams within collections or hardship functions in regulated financial services environments where customer wellbeing is always front of mind.
* A proven track record of resolving customer complaints related to collections or hardship with sensitivity while maintaining strict adherence to all relevant policies.
* Outstanding communication skills that allow you to explain even the most complex concepts in ways everyone can understand—no matter their background.
* Experience driving process improvements that boost efficiency or elevate customer satisfaction within collections or hardship operations.
* Excellent critical thinking abilities paired with strong problem-solving skills so you can proactively address challenges as they arise.
* Demonstrated success preparing accurate reports for senior stakeholders that highlight important metrics like complaint volumes or resolution times.
* Familiarity with conducting internal audits or quality assurance reviews within financial services is highly desirable for this role.
* A naturally collaborative approach that values teamwork, mutual respect, kindness, and shared success across all departments.

What sets this company apart:

This organisation truly shines thanks to its heartfelt commitment to building an inclusive workplace where everyone’s unique strengths are celebrated. The company’s culture radiates five core values: hard work, innovation, trust, humility, and unity—all brought to life through daily acts of kindness among colleagues who genuinely care about each other’s success. Employees enjoy top-tier office facilities in Perth’s CBD—including an onsite gym—and convenient end-of-trip amenities. Flexible working arrangements mean you can balance life’s demands without missing out on career growth. Generous leave entitlements—including purchased leave days plus extra leave days each year—showcase the company’s dedication to your wellbeing. Here you’ll discover not just a job but a welcoming community where collaboration fuels achievement—and where your efforts help more people achieve their banking dreams.

What's next:

If you’re excited about making a real difference as part of a supportive team—and ready to lead with empathy—this is your perfect opportunity!

Apply today by clicking on the link provided; we can’t wait to connect with you!

Aboriginal and Torres Strait Islander Peoples are encouraged to apply.
To apply please click apply or call Brendan Ward on 61 8 9266 0914 for a confidential discussion.