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Senior Operations Manager - Debt Management Solutions

Job Req ID 20231512 Primary Location Sydney, Australia Job Category Operations - Collections Default
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Accountable to the Group Collections Manager, this role is responsible for managing the Debt Management Solutions function across the secured and unsecured portfolios. The primary mission is to provide exceptional customer service by leading multiple teams who are responsible for assisting customers experiencing financial difficulty.


  • Manage complex workflows and channels to ensure hardship requests and related activities are actioned appropriately and within agreed service levels.
  • Identify and oversee delivery of process improvement/transformational initiatives which will better Citigroups hardship offerings, improve the customer experience and reduce complaints.   
  • Develop and maintain relationships and networks with internal stakeholders such as ICRM, Risk, Product and CRU and external stakeholders including AFCA and Financial Counsellors Australia.
  • Supporting professional and personal development of staff through training and skills development.
  • Drive a culture of compliance with policy, applicable laws, rules and regulations.
  • Apply sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.


  • Ability to manage complex operational business across multiple sites and geographies.
  • Significant leadership experience in a customer centric environment with complexity and constant change.
  • Process improvement - ability to identify and scrutinize process and procedures.
  • Thorough understanding of consumer laws and regulations such as NCCP and Banking code of Practice.  
  • Strong written & verbal communication - communicates confidently, clearly and effectively when speaking and in writing. Persuasive with details and facts.
  • Customer lenses - focuses on customers and their needs. 
  • Demonstrate/proven strong attention to detail and a high degree of intellectual curiosity.
  • Demonstrate high levels of integrity and professionalism


  • Minimum of 10 years working in a related role.
  • Ability to manage complex operational function.
  • Senior to advanced level experience with commensurate experience in people management.


Job Family Group:

Operations - Collections Default


Job Family:

Core Collections


Time Type:

Full time


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Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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