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About the Role
Lead, motivate, coach, and develop a team of Collections Officers to achieve outstanding results in recovering commercial debts. Balance customer focus with commercial outcomes to keep losses low and the portfolio healthy, while making the collections process smarter and more effective.
Responsibilities
- Lead, mentor, and support a team of Collections Officers in a high-volume, commercial collections environment.
- Act as the escalation point for complex, high-value, or sensitive commercial accounts.
- Own team KPIs, driving results on delinquency, recovery, and loss targets.
- Set clear expectations and allocate workloads effectively.
- Provide regular feedback, coaching, and drive ongoing team capability and engagement.
- Identify areas for improvement and champion smarter, faster processes.
- Shape and maintain a credit control management framework for commercial lending.
- Collaborate with colleagues in Finance, Credit, Account Management, and Operations.
- Identify team growth opportunities and handle performance issues constructively.
Requirements
- 7+ years of experience in receivables, credit management, or debt recovery.
- Significant experience in commercial collections and commercial lending.
- Proven leadership in collections or credit operations, including coaching and performance management.
- Track record of achieving team targets for commercial delinquency, recovery, and loss metrics.
- Expertise in managing escalations for complex and high-stake commercial accounts.
- Comprehensive understanding of AU regulatory obligations (NCCP Act, ASIC guidelines, Privacy Act).
- Experience with credit control frameworks, process improvement, and commercial collections models.
- Strong communicator with great stakeholder management and influencing skills.
- Comfortable with collections systems, CRM platforms, and debt management tools.
Skills
- Commercial debt recovery
- Team leadership
- Coaching
- Performance management
- Stakeholder management
- Influencing
- Process improvement
- Credit control frameworks
- Commercial collections models
- Regulatory compliance (AU)
Location
- North Sydney
Work Type
- Hybrid
- Flexible working environment
Experience Level
- 7+ years experience
Benefits
- Collaborative teams with a flat structure
- Involvement in product, technology, and business strategy discussions every 100 days
- Flexible work policy
- Industry-leading 26 weeks paid parental leave
- Purpose-built office spaces for collaboration, brainstorming, socializing, and focused work
- Range of benefits supporting physical, psychological, and financial wellbeing
- Day off on your birthday
- Excellent end of trip facilities
About the Company
- Shift is a company of business specialists dedicated to helping Australian SMEs control their cashflow, streamline trade terms, and choose the right financial products.
- We believe Australian businesses are the driving force behind our economy and are core to our communities.
- Our business expertise, focus on relationships, and market-leading technology are at the core of everything we do.
- We have solved credit and payment pain points for over 30,000 businesses, providing over $6 billion in aggregate funding.
- Our unique approach to product innovation combined with our collaborative culture allows for career building in a supportive environment.
- We are a diverse team of over 300 people focused on delivering better outcomes for Australian businesses.