Collections Manager

Collections Manager

  • Primary Location: Australia,New South Wales,Sydney
  • Education: High School Diploma/GED
  • Job Function: Operations Credit Ops
  • Schedule: Full-time
  • Shift: Day Job
  • Employee Status: Regular
  • Travel Time: No
  • Job ID: 16052512


As part of one of the world's largest financial services companies with a presence in more than 100 countries, Citi Australia has provided financial services to Australian consumers, corporates, institutions and governments for more than 30 years. Recognised for its innovative range of global products and services, Citi today counts more than one million Australians and one thousand local corporate and institutional clients as valued customers.
Citi, the leading global financial services company, has approximately 200 million customer accounts and does business in more than 160 countries and jurisdictions. Globally, Citi provides consumers, corporations, governments and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, transaction services, and wealth management.
We are currently recruiting for a strong Collections Manager who has experience in providing leadership and line management to Collections Operations teams. The key focus of this role is to drive team performance in order to deliver upon planned delinquency and credit loss targets whilst ensuring customer experience is not compromised.
Key Accountabilities Include:
  • Develop strategies which lead to Citibank Australia meeting or exceeding best practice in terms of unsecured debt portfolio performance
  • Develop processes, procedures and strategies, in order to ensure best practice in terms of recovery of written off accounts
  • Implement strategies for pre-charge off collections that will mitigate possible risks and assist in meeting Delinquency, Roll Loss and NCL goals
  • Promote digitization/new technologies available in the market
  • Lead the implementation of all relevant credit/risk policies
  • Develop and implement appropriate strategies for 0-179 DPD
  • Utilise MIS and quality checks to drive results and adherence to standards
  • Develop and implement metrics and MIS to manage people and processes - take pre-emptive and corrective action as appropriate in order to lift productivity and results
  • Establish appropriate financial targets for Collections and ensure consistency and predictability in results
  • Robust forecasting to identify risks and provide early solutions to mitigate the risk/s
  • Manage controllable costs in line with business plan and forecasts
  • Ensure a high level of morale within the team with clear communication and reward mechanisms
Key Skills and Experiences Required:
  • Demonstrated management skills in a collections/call center environment and a strong understanding of debt management and the collections/credit life cycle
  • Sound knowledge of Debt Collections Guidelines, Privacy Act, Consumer Credit Code, Bankruptcy law and Banking Code of Practice
  • Proven ability to influence, build relationships and program management skills
  • Experience in leading transformational change and interpersonal skills to collaborate with and influence a range of business partners
  • Min. 5 years' experience in a consumer collections/recoveries environment
  • Exposure to retail banking products (e.g. credit cards, personal loans) preferred
    Strong planning & organizing skills
  • Understanding of the people and change management issues unique to the collections environment
  • Strong analytical skills
  • Ability to innovate and conceptualise solutions based on MIS


  • Relevant tertiary qualifications desirable
When you work at Citi, you'll be working for an organisation that truly has a global footprint and a powerful network that spans the globe. We celebrate individual ingenuity and leverage the diversity of our people in order to drive high performance. Through dedicated support, training and resources, we promote our talent and future leaders to bring about lasting and positive impact. Citi continues to be an Employer of Choice for Women and supports a flexible work environment.
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