Operations Manager

Job Description : OPERATIONS MANAGER SYDNEY AUSTRALIA This role offers an exciting opportunity to actively manage the arrears management and financial hardship functions, assisting customers who may be experiencing difficulty in repaying their loans. The successful candidate will have the chance to lead, motivate, coach and develop a high-performance team, while also supporting the development of an offshore collections team. Lead and motivate a high-performance team Manage arrears management and financial hardship functions Support the development of an offshore collections team As an Operations Manager, your primary responsibility will be to actively manage the arrears management and financial hardship functions. You will lead, motivate, coach, and develop your team, creating a customer-centric culture that prioritises excellent service. Your role will also involve supporting the development of an offshore collections team, sharing accountability for their performance. You will establish, maintain, and continuously improve processes that deliver end-to-end solutions for customers in arrears or requesting hardship. Your ability to build solid relationships with key stakeholders across various departments will be crucial in ensuring the appropriate delivery of services. Lead and motivate a team to meet business objectives and exceed customer expectations Establish, maintain and continuously improve processes and procedures that deliver end-to-end solutions for customers in arrears or requesting hardship Actively manage onshore and offshore teams to ensure exceptional customer service levels Develop strategies to drive change and improve efficiency across the arrears management and hardship teams Build solid working relationships with key stakeholders across Operations, Risk and other parts of the organisation Implement strategic initiatives in a timely manner through effective change management within the team Support sound risk management practices and manage key risks through assurance and monitoring of key risk control processes Ensure the team meets allocated tasks within target processing times and fosters a strong customer service culture The ideal candidate for this Operations Manager role brings over 10 years of experience leading teams across the banking and financial services industry. You have demonstrated success at developing operational frameworks in complex environments, driving high-performance cultures, and delivering customer-based outcomes. With over 5 years of experience in Arrears Management and Financial Hardship as well as managing third-party partner relationships, you are adept at navigating the complexities of these areas. Your tertiary qualifications in business and/or finance further enhance your ability to excel in this role. Proven experience in leading teams across the banking and financial services industry Experience in Arrears Management and Financial Hardship Experience managing third-party partner relationships and performance Demonstrated cost centre ownership and budgeting experience Tertiary qualifications in business and/or finance Proven understanding of developing end-to-end operating models with high performance outcomes Ability to interpret data and conduct root/cause analysis to reduce wastage/improve performance

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