Job Description

Not your average collections role. Not your average lender.

At Jacaranda Finance, we’re building something different.

We help everyday Australians access fair, fast, and simple finance , especially when traditional lenders say no. But more than that, we’re building a company where ownership, pace, and real impact define how we work.

We’ve grown from a 2-person startup to a high-performing team of 70+ (plus 3 office dogs), helped hundreds of thousands of customers, and earned recognition as one of Australia’s highest-rated lenders.

Now we’re looking for a Collections Team Leader to take full ownership of our collections function and help shape what “great” looks like as we scale.

Why this role matters

This isn’t a “manage the team and keep things ticking” role. This is a build, lead, and elevate role. You’ll own the end-to-end collections strategy, from early arrears through to recoveries and define how we balance commercial performance with customer outcomes, especially when it matters most.

You’ll lead a small, high-impact team and work cross-functionally to build a collections function that is high-performing, data-driven, customer-first, and built to scale.

Key Responsibilities

1. Ownership & Strategy

Own and evolve the end-to-end collections strategy (early to late stage, including recoveries). Improve key metrics including arrears, roll rates, cure rates, and recoveries. Refine segmentation, contact strategies, and treatment pathways

2. Leadership & Performance

Lead, coach, and develop a team of Collections Specialists. Build a high-accountability, high-performance culture. Set clear expectations, KPIs, and feedback rhythms.

3. Execution & Improvement

Build scalable processes, workflows, and governance. Use data and reporting to drive decisions and improve outcomes. Partner with Risk & Compliance, and Technology teams to uplift systems and tooling

4. Customer Outcomes

Ensure respectful, empathetic, and solutions-focused interactions. Lead strong handling of hardship and vulnerable customers. Balance recovery outcomes with long-term customer relationships

5. Compliance & Risk

Ensure adherence to NCCP, ASIC, and ACCC/ASIC guidelines. Maintain audit readiness and strong documentation practices. Minimise complaints and external dispute risk (including AFCA)

What great looks like

You’ll thrive in this role if you:

• Take full ownership and don’t wait for direction
• Focus on outcomes over activity
• Are comfortable operating in ambiguity and building structure
• Lead with clarity, empathy, and accountability
• Are committed to continuous improvement
• Balance commercial thinking with customer impact

What you’ll bring

• Proven experience in collections leadership within financial services, lending, or fintech
• Strong track record improving collections performance and team capability
• Experience in high-volume or agency environments
• Solid understanding of regulated environments and compliance requirements
• Data-driven and commercially minded approach
• Clear, direct, and empathetic communication skills

Why Jacaranda?

Because we genuinely care about our people.

• Great Place to Work® certified
• Competitive, above-market base salary
• Monthly incentive scheme
• $1,000 annual learning budget + ongoing training + Go1 Learning
• Career progression & internal promotion pathways
• Birthday leave + $500 annual leave bonus
• Free daily coffee at the local café
• Office dogs (Toby, Polly & Monzi)
• Hybrid working model (Milton HQ) after probation
• Monthly Core Value Awards with prize draws up to $1,000
• A workplace where wellbeing, purpose and performance go hand in hand

Our culture matters to us. We believe great work happens when people thrive together. To help you understand how we work, what we value, and what you can expect at Jacaranda, we’ve put together our Thriving Together document. Ready to see what thriving together really means? Click here - Click here - https://lnkd.in/gQ7CP2pm

Ready to Apply? If you’re a Collections Team Leader who wants meaningful work, supportive leadership, and a culture that genuinely cares, we’d love to hear from you. By applying for this role, you’ll be added to our talent mailing list and may receive updates about new opportunities as they become available. You can unsubscribe at any time.