Head of Collections

• Close Collaboration Across the Business
• Critical, trusted role in the Business
• Long‑Term Job Security

Your new company

An exciting opportunity exists for an experienced and commercially minded Head of Portfolio Management to join a progressive and fast-growing financial services organisation operating within the consumer lending and auto finance sector. This organisation is known for its innovative, customer-first approach and commitment to responsible lending, supporting a diverse customer base through tailored financial solutions.

The Opportunity

Reporting directly to the Chief Financial Officer, this senior leadership role is responsible for the overall performance, health, and strategic direction of a secured loan portfolio. You will lead high-performing teams across collections, customer relations, and recoveries, driving strong commercial outcomes while ensuring compliance and positive customer experiences. This is a hands-on leadership role suited to someone who thrives in both strategic and operational environments, with the ability to influence outcomes at both an executive and team level.

Key Responsibilities

• Oversee end-to-end portfolio performance, including arrears management, hardship, recoveries, and loss mitigation
• Lead, develop, and mentor teams across collections and customer relations, driving accountability and performance
• Establish and maintain clear team operating rhythms, including one-on-ones, performance reviews, and workflow management
• Provide hands-on support in complex cases, including hardship, disputes, repossessions, and recoveries
• Drive consistency and best practice across customer contact, arrears strategies, and recovery processes
• Analyse portfolio trends and implement strategic initiatives to improve performance and reduce risk
• Work closely with executive stakeholders to balance commercial outcomes, compliance, and customer fairness
• Identify capability gaps and implement targeted coaching, training, and development plans

What you'll need to succeed

You are a highly experienced leader with deep expertise in consumer lending, collections, or credit risk, and a proven track record of driving portfolio performance.

You bring a hands-on leadership style, strong commercial judgement, and the ability to balance risk, compliance, and customer outcomes.

Ke y requirements include

• 7+ years' experience in collections, portfolio management, or credit risk within financial services
• Strong knowledge of the end-to-end debt lifecycle, including arrears, hardship, recoveries, and legal processes
• Sound understanding of Australian regulatory frameworks (NCCP Act, Debt Collection Guidelines, AFCA, RG 271, Privacy Act)
• Proven ability to lead, coach, and develop high-performing teams
• Experience managing complex cases and working closely with legal and external recovery agents
• Strong analytical and decision-making capability, with the ability to influence stakeholders

What you'll receive in return

• Senior leadership role with genuine strategic influence
• Opportunity to shape and enhance portfolio performance and team capability
• Supportive and collaborative culture focused on growth and continuous improvement
• Ongoing professional development and career progression opportunities
• Competitive salary package aligned to experience

What you need to do now

If you're interested in this role and meet all the mentioned criteria above, please click 'apply now' or to forward an up-to-date copy of your resume to ***email_hidden*** or call Moanna Yates, Business Director at Hays Accountancy and Finance on Ph: 0404 305 351. If this job isn't quite right for you, but you are looking for a new position or interested in temporary assignments, please contact us for a confidential discussion on your career.