Posted 16 days ago
Description
We are seeking an experienced and people‑focused individual to lead a high‑performing team responsible for settlements, aftercare, and collections within the RAC Finance Personal Finance Solutions team.
This is a pivotal leadership role for someone who thrives on developing teams, improving outcomes, and balancing commercial results with exceptional member experience.
The Role
In this role, you will lead and inspire a team that manages the end‑to‑end, post‑approval member journey, including settlements, ongoing aftercare, and collections. You will ensure strong compliance, sustainable collections outcomes, and a consistent positive member experience, while building a culture of accountability, empathy, and high performance.
Key Responsibilities
- Lead, coach, and empower a team responsible for settlements, aftercare, and collections within personal finance
- Drive successful performance against KPIs through clear strategy, data‑driven decision‑making, and effective leadership
- Foster a strong coaching culture, with regular feedback, performance reviews, and development plans
- Ensure best‑practice collections approaches that balance member outcomes with commercial objectives
- Drive delinquency management strategies, including arrears control and hardship applications
- Ensure compliance with relevant legislation, policies, and responsible lending and collections frameworks
- Champion continuous improvement initiatives and contribute to RAC Finance’s strategic goals.
About You
You are a confident and empathetic leader with a proven ability to lead collections or credit‑focused teams. You bring a strong understanding of personal finance collections and are passionate about developing people while delivering results.
You will have:
- Tertiary qualification in credit management (Cert IV desirable).
- Proven experience in personal finance, debt management, collections and retention strategies
- A track record of coaching and developing teams to achieve sustainable performance
- Excellent communication skills, with the ability to lead difficult conversations confidently and fairly
- In‑depth knowledge of the National Credit Code, privacy legislation, and financial hardship processes
- Ability to role model strong leadership behaviours, resilience, and accountability in a fast‑paced environment
Why Join Us?
- Be part of a values-driven organisation committed to member satisfaction
- Lead an established, purpose‑driven team with real impact on customer outcomes
- Competitive salary and benefits package
- Play a key role in shaping collections strategy and team culture
- Opportunities for career progression and leadership development
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