Head of Credit & Collections

  • Australia
  • Melbourne
  • Contract
  • Negotiable
  • Initial 3 – 6 Month Contract | Potential Of Extension
  • Footscray Location | Hybrid Working Arrangement
  • Essential Services & Regulated Environment

The Role: The Head of Credit & Collections will be responsible for the end-to-end Credit and Collections strategy and operations within a large, regulated essential services organisation. Leading a team of 30+, you will own the full credit function – from customer hardship and care programs through to collections strategy and operational performance.

The Responsibilities:

  • Develop and lead the end-to-end collections strategy and operational framework, ensuring delivery against key financial targets including aged debt (>90 days) and write-offs across a revenue base.
  • Lead the credit function and community care team – designing compliant, customer-centred processes that balance revenue recovery with hardship support and customer experience outcomes.
  • Drive operational performance across the team, managing KPIs, reporting cadences, business continuity planning, and continuous improvement initiatives that deliver tangible financial and operational benefits.
  • Champion change readiness across projects and system enhancements, ensuring the team is embedded in project delivery, SME involvement is established, and new practices are adopted effectively.
  • Provide exceptional people leadership to a multi-disciplinary team of 30+, building a high-performance culture through clear development plans, coaching, recognition, and alignment to organisational values.

Skills & Experience Required:

  • A minimum of 8 years experience leading credit and collections management, with a deep understanding of the customer debt cycle, cost-effective collections approaches, and the ability to design and improve credit-related business processes.
  • Proven experience leading customer service or contact centre operations in a complex commercial or regulated environment, with a track record of driving customer experience outcomes alongside financial performance.
  • Demonstrated change management capability, including rolling out organisational transformation programs with people at the centre and embedding new ways of working across large teams.
  • Strong people leadership experience managing multi-disciplinary teams, with the ability to inspire commitment, demonstrate empathy, and create high-performing team cultures.
  • Tertiary qualification in Business, Finance, Accounting or equivalent; experience in a regulated or public sector environment, or exposure to ombudsman processes, is highly regarded.

What’s in it for you:

  • Initial 3 – 6 Month Contract | Potential Of Extension
  • Footscray Location | Hybrid Working Arrangement
  • Essential Services & Regulated Environment

Apply today and Peter Li will be in touch to discuss this opportunity further.

Apply now

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