Head of Collections and Recoveries


Job Type:Full Time
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  • Primary Location: Australia,New South Wales,Sydney
  • Education: Bachelor's Degree
  • Job Function: Operations Credit Ops
  • Schedule: Full-time
  • Shift: Day Job
  • Employee Status: Regular
  • Travel Time: No
  • Job ID: 19009428


This role is responsible for providing strategic and operational leadership to the Unsecured and Secured Collections (pre-charge off), Debt Recovery, Debt Management Operations and Hardship teams to agree, implement and deliver the Collections strategy by engaging both onshore and offshore teams. Responsible for devising and implementing an ongoing comprehensive customer centric collections management strategy for the Australia consumer franchise.

This role will require close coordination internally with risk management and the product teams. Externally, there is a need for close liaising with the financial industry and collections associations

Key Accountabilities

  • In conjunction with Credit Operations leadership and Risk Management, agree and implement a Collections strategy that seeks to achieve remarkable customer experience, optimize financial results and enhance employee engagement
  • In partnership with regional Risk Management, regional Credit Operations leadership, country Risk and other relevant departments, agree modifications to the Collections strategy and provide feedback on trends
  • Develop and implement successful strategies for pre-charge off accounts, identifying and implementing improvements utilizing the champion/challenger methodology where appropriate
  • Drive transformation efforts towards creating a remarkable customer experience whilst optimizing financial results and meeting regulatory compliance requirements
  • Drive operational processes including optimization of dialler and non-dialler Collections activity to achieve all outbound and inbound KPIs; tracking performance metrics and making tactical adjustments to operations to achieve financial results
  • Overall responsibility for resourcing and leading the Collections teams including detailed goal setting, identification of key performance trends and maintenance of Collections policies and procedures
  • Overall responsibility for analyzing performance against targets, clearly setting expectations for performance and providing training, coaching and feedback to assist in driving productivity, initiative and engagement
  • Overall responsibility for ensuring all interactions with customers are timely, accurate and professional, in compliance with policy and regulatory guidelines and based on Citi’s values including quality and integrity
  • Proactively engage with regulators, ombudsman and Financial Counsellors to address any concerns and drive solutions
  • Establish and drive a strong engagement model with offshore partners and external Collections agencies to maximize results and support delivery of the Collections strategy
  • Maintain an up to date knowledge of technological developments for Collections, identify and implement improvements where appropriate


Key Competencies / Skills

Technical/Specialist skills/competencies

  • (Job-related knowledge, policies, procedures, techniques etc)
  • Detailed knowledge of relevant lending products, collections systems and collections processes
  • Strong working knowledge of Excel and Word

Business/Industry knowledge/competencies

  • (Understanding of business concepts, context, knowledge of the industry/market/organisation etc)
  • Strong understanding of the Consumer credit cycle and the regulatory framework for Australian collections
  • Experience in operating successfully across large, highly matrixed organisations
  • Experience in leading teams both onshore and offshore and dealing with captives, third parties and debt buyers

Personal Attributes/Interpersonal skills

  • (People skills in customer relations, influencing, leading and developing others etc)
  • Ability to drive the behaviour of others to achieve goals
  • Strong relationship building skills, ability to use a range of influencing styles/skills
  • Ability to cultivate and leverage networks to drive outcomes
  • Ability to adapt behaviour to various / complex situations
  • Strong strategic thinking skills to identify and understand issues, problems and opportunities and have the ability to create strategic options for addressing problems/opportunities and achieving desired outcomes
  • Self motivated with proven ability to operate with a sense of urgency and prioritise work on an autonomous basis
  • Strong attention to detail, analytical mindset
  • Excellent verbal and written communication skills

Qualifications / Experience Required

  • Relevant tertiary education desirable
  • Description of minimum work experience required for this role
  • Minimum of 5 years experience managing both onshore and offshore teams
  • Minimum of 10 years experience in Consumer credit

When you work at Citi, you’ll be working for an organisation that truly has a global footprint and a powerful network that spans the globe. We celebrate individual ingenuity and leverage the diversity of our people in order to drive high performance. Through dedicated support, training and resources, we promote our talent and future leaders to bring about lasting and positive impact. Citi continues to be an Employer of Choice for Women and supports a flexible work environment.

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