Collections Team Leader

Collections Team Leader

  • 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: 16044643


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 dynamic Collections Team Leader to join our Credit Operations team at Rhodes. The role encompasses, but is not limited to, providing the team with leadership and direction, coupled with meeting monthly collections KPI's and QA targets, team performance management and engagement, drive process improvement and collection strategies. This unique role is responsible for leading a team within diverse portfolio complexities - unsecured credit cards, Ready Credit, commercial and personal charge cards.
As a Team Leader of the Collections and Commercial Cards unit, you will be responsible for and not limited to  the following common goals:
  • Achieve monthly targets on Flow Rates by driving team members' performances
  • Ensure service quality through Call Monitoring and random review of account actioning
  • Provide and gather regular and timely coaching and feedback to and from team members
  • Ensure adherence to P&Ps
  • Adherence to Citi Policies and Compliance and Australian regulatory requirements
  • Manage Risk Mitigation Programmes within the policy framework
  • Ensure that Collections Officers achieve monthly targets
  • Identify and act on key drivers that will help achieve goals
  • Ensure team engagement and share best practices
  • Handle administrative and functional tasks as required
  • Handle escalated calls, complaints and provide timely feedback to staff to drive improvement in Customer Service across both unsecured collections and commercial cards portfolios
  • Identify areas of improvement to ensure optimal productivity and effectiveness are achieved
The successful candidate will ideally have:
  • Strong people leader with exceptional skills in collections/call centre environment
  • Excellent contributor with proven skills and competencies of influence and relationship building
  • Ability to lead transformational change and will have the experience and interpersonal skills to collaborate with and influence a range of business partners
  • Strong consumer collections/recoveries experience gained in a retail bank, card company, other retail financial services institution or debt collection agency
  • Exposure to retail banking products (e.g. credit cards, personal loans) preferred
  • Demonstrated strong understanding of the debt management and collections/credit lifecycle
  • Excellent planning and organizing skills
  • Understanding of the people and change management issues unique to the collections environment
  • Strong analytical skills in addition to strategic and lateral thought processes
  • Ability to innovate and conceptualise solutions based on MIS


  • Tertiary qualified in a relevant business discipline preferred however not essential
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.
Privacy Statement to be included in every advertisement.
Personal information (as defined in the Privacy Act 1988) will be handled in accordance with our Privacy Policy. Please see