Debt Collection Manager
Troocoo
Date: 7 hours ago
City: Gold Coast, Queensland
Contract type: Full time
About The Opportunity
Are you a driven and experienced collections leader ready to make your mark? This is your chance to lead and transform a well-established commercial debt recovery operation, overseeing a high-performing team and driving strategic improvements across training, compliance, and operational performance.
This pivotal leadership role is based at our modern office in West Burleigh and offers the opportunity to build something meaningful — shaping team culture, embedding compliance, and improving recovery outcomes in a regulated, client-focused environment.
Key Responsibilities Team Leadership & Operational Management
Are you a driven and experienced collections leader ready to make your mark? This is your chance to lead and transform a well-established commercial debt recovery operation, overseeing a high-performing team and driving strategic improvements across training, compliance, and operational performance.
This pivotal leadership role is based at our modern office in West Burleigh and offers the opportunity to build something meaningful — shaping team culture, embedding compliance, and improving recovery outcomes in a regulated, client-focused environment.
Key Responsibilities Team Leadership & Operational Management
- Lead and manage the day-to-day operations of a commercial collections team.
- Set and monitor KPIs, coach team leaders and agents, and foster a results-driven culture.
- Promote professionalism, ethical conduct, and customer-first recovery practices.
- Design and implement a comprehensive collections training program (induction to advanced).
- Overhaul onboarding and upskilling processes to drive confidence and capability.
- Deliver in-person and online training, including workshops and e-learning modules.
- Ensure full compliance with all relevant laws, regulations, and internal policies, including AFSL, AML/CTF, Privacy Act, and ASIC/ACCC guidelines.
- Assist in the development and review of collections policies and procedures.
- Conduct regular audits and support incident and risk reporting processes.
- Identify gaps in systems, workflows, and recovery strategies and implement improvements.
- Drive continuous improvement in efficiency, effectiveness, and client satisfaction.
- Collaborate with senior stakeholders to align collections operations with business goals.
- 5+ years in debt collection, with at least 2–3 years in a leadership or operations management role.
- Proven success designing and delivering training programs in a collections or credit setting.
- Deep understanding of compliance frameworks (e.g. AFSL, AML/CTF, Privacy, ASIC/ACCC).
- Experience in a financial services or regulated collections environment is highly regarded.
- Inspirational leader with strong coaching and people development skills.
- Excellent communication, documentation, and stakeholder management ability.
- Analytical and commercially minded with a passion for continuous improvement.
- Comfortable working in a high-performance, compliance-driven business environment.
- Proactive and solutions-focused — you take ownership and make things happen.
- Key leadership role with impact and autonomy.
- Collaborative, values-driven team culture.
- Competitive salary and long-term career development.
- Work with industry leaders in payments and credit services.
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