Job 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
• Supportive environment that values ethical collections and high‑quality leadership

Ready to make an impact? Apply now and help us deliver exceptional personal finance solutions to our members!

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