Director of Collections - Customer Operations
2 days ago
Description
•We’re seeking a dynamic, results-driven Director of Customer Operations and Collections to lead our customer-facing operations in APAC/EMEA and ensure exceptional performance. •As the Director of Customer Operations and Collections - APAC/EMEA, you will shape and lead InDebted’s customer operations strategy in APAC/EMEA delivering exceptional results for clients, customers and the business. Leading the teams managing customer interactions across multiple channels, including email, SMS, live chat, and voice, you will oversee operational execution to meet collections, revenue and margins targets, while maintaining the highest standards of customer experience, SLA adherence and compliance. •The Director will manage key areas such as workforce planning, resource allocation, agent and team targets, incentivisation, agent performance development, operational efficiency and scaling both onshore and offshore teams to meet growing demands. You will also serve as the top escalation point for complex customer issues in APAC/EMEA and build trusted relationships with senior leaders and clients to drive mutual success. •You will work closely with the Global Head of Excellence to ensure best practice in agent performance, operational processes, training, and quality assurance. You will also play a critical role in integrating newly acquired businesses in APAC/EMEA, ensuring seamless onboarding and operational alignment. •This role requires exceptional analytical skills, an exceptional understanding of the drivers of agent performance, the tools and frameworks that bolster their performance and quality, and the ability to drive continuous improvement initiatives.
Requirements
•Operational Expertise: Proven experience in customer operations or collections leadership, ideally in high-growth, fast-paced environments. •Deep knowledge of leading indicators of collections performance and their impact on revenue outcomes. •Experience scaling onshore and offshore workforces, including designing and implementing effective workforce planning strategies. •Analytical & Financial: Strong analytical skills with the ability to define, design, and build custom reports and dashboards using data sets. •Proven experience using data insights to drive operational improvements and inform strategic decisions. •Familiarity with advanced analytics tools and techniques is a plus. •Experienced in financial management, operating within budget and resource optimisation. •Leadership & Team Development: Demonstrated ability to hire, lead and inspire high-performing teams, from agents to team leaders and operations managers. •Experience designing, rolling out and tracking performance improvement programs, incentive schemes, training initiatives, and agent incentive schemes, aligned to business objectives. •Strong focus on continuous improvement, with a track record of developing scalable systems and processes. •Technology and Innovation: Demonstrated ability to leverage technology to improve operational efficiency, scalability, and performance outcomes. •Experience implementing or optimising systems and tools for customer operations. •Client EngagementAbility to manage relationships with multiple clients across diverse verticals, understanding and adapting to their unique needs. •Comfortable presenting to and building rapport with senior leaders, clients, and stakeholders. •Exceptional communication and interpersonal skills, with the ability to represent InDebted’s values and vision. •Intimate understanding of the regulatory environment for collections and compliance standards in Australia. Bonus points for knowledge around New Zealand, the UK or UAE. •Familiarity with omnichannel customer contact operations, including email, SMS, live chat, and voice. •Experience working with global teams in a matrixed organisational structure. •Ability to travel for client visits where necessary
Benefits
•Adaptive working - We’re a remote first team, with office hubs in Australia, the United Kingdom and the United States - with hybrid options determined at team level to foster collaboration and flexibility •Flexible schedules - As a global team working across timezones, we offer flexible working schedules to ensure you’re able to balance work and life •Flexible paid leave - Our trust-based leave model isn’t capped by standard entitlements. This means you can choose how much leave you take and when you take it, while balancing business needs •Remote work set-up - Budget of AUD $750 (or local equivalent) to help you create a working environment that supports your productivity •Work from anywhere scheme - Work from anywhere on a short-term basis (overseas or otherwise away from your usual place of work) for a maximum period of 4 months, so long as there is a reasonable overlap (4-hours) with your team and/or leader in your home country •Gender neutral parental leave - Our global offering for all new parents includes 16 weeks paid leave
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