Consumer Collection Manager

TPG Telecom started with a belief that we can make things better for Australians. We believe in the power of meaningful relationships to support vibrant, connected communities where everyone belongs. It’s our why; our reason to exist. Now, we’re proud to be one of Australia’s leading mobile and internet providers. We’re not just redefining telco, we’re changing its course. And you play a role in that. A big one. The opportunities are plenty for those who are ready to accept the challenge.

Could that be you?

Your opportunity:

As our valued Consumer Collections Manager, you will play a vital role in Financial Hardship management by driving workflow optimisation to improve cash flow and reduce bad debt.

You’ll draw on your collections experience to reduce financial risk to TPG Telecom by setting collections targets for staff, making effective decisions to manage customer accounts in arrears line with legislative requirements, best practice, and company policies.

• Achieve Bad Debt and Involuntary Churn targets for the Consumer and SOHO segments.
• Directly manage a small team of Financial Hardship collection specialists, ensuring training, development and individual KPI’s are set.
• Set and agree monthly collection targets for each direct report and ensure there is a clear understanding of expectations, deliverables, individual responsibilities, and delegated authorities.
• Drive the performance of our BPO collection and Financial Hardship teams.
• through effective collaboration with BPO management
• undertake formal weekly meetings to discuss performance and any initiatives that may impact or improve portfolio/business performance.
• ensure resource is allocated to priority work and any recommended increase in FTE is validated.
• Set cash and promise kept targets.
• Monitor collections support functions ensure timely, accurate and complete processing of all manual work lists.

What you’ll bring:

• A tertiary degree in finance, accounting, or business management or equivalent (preferred)
• Minimum 5 years direct Collections management experience managing a team of direct reports and BPO/Offshore team(s) operating in a high-volume transactional environment.
• Strong people leadership skills with ability to maximise performance of individuals by setting goals and providing development opportunities.
• Experience working with an automated collection systems and ability to analyse results and identify issues or new requirements.
• Working knowledge of ASIC/ACCC Debt Collection guidelines and Telecommunications Code of Practice (TCP) & Financial Hardship Legislation.

Ideally, you will also have:

• Strong stakeholder engagement, negotiation and influencing skills.
• Analytical experience developing and managing to key metrics.
• Ability to manage and contribute to a strategic leadership team focused on driving process improvement initiatives.

What's in it for you?

• Flexible hybrid way of working (from home and office)
• ‘Stay Connected Mobile’ – Access to a free mobile plan
• ‘Stay Connected NBN’ – Access to a free NBN 100 plan
• ‘Your Leave’ - an additional 4 days of leave to be used whenever you like - every year
• Access to TPG Learning Hub platform and internal development opportunities
• Access to Corporate Partner Discounts

Come join us and build a better future. Apply today.

Please note we are taking a break over the holiday season and will return on 7^th January 2025. We will work through applications on our return.

We’re a 2024 Circle Back Initiative Employer – we commit to responding to every applicant.

Don’t meet every single requirement? That’s OK! At TPG Telecom, we’re all about creating an accessible workplace where everybody feels safe to bring their authentic self to work - regardless of background. If you think this role is a great fit for you but some of the qualifications don’t align with your experience, we still encourage you to apply - you might just be the perfect candidate for a similar role with us! Learn more about life at TPG Telecom here.

TPG Telecom also acknowledges the Gadigal People of the Eora Nation as the Traditional Custodians of lands and waterways where this office can be found in Barangaroo.

Our Talent Acquisition Team and Hiring Managers kindly request no unsolicited resumes or approaches from Recruitment Agencies. TPG Telecom is not responsible for any fees related to unsolicited resumes.

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