Customer Resolutions Collections Manager at Toyota Motor Corporation

Melbourne, Victoria, Australia -

Full Time

Start Date

Immediate

Expiry Date

01 Oct, 26

Salary

0.0

Posted On

03 Jul, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Leadership, Collections Management, Governance, Compliance, Operational Strategy, Risk Management, Stakeholder Management, Continuous Improvement, Kaizen, Workforce Planning, Analytical Problem Solving, Customer Service, Regulatory Compliance, Change Management, Performance Tracking, Decision Making

Industry

Motor Vehicle Manufacturing

Description

Customer Resolutions Manager | Toyota Finance Australia • Scoresby, Victoria • Hybrid • Permanent, Full-time What you'll contribute to The Customer Resolutions Collections Manager role is responsible for building leadership capability, driving consistent ways of working and ensuring effective governance across customer collections activities. This includes the development and implementation of strategies relating to people, systems, processes and performance disciplines required to deliver industry-leading resolution services and sustainable business value. The role oversees the day-to-day management of Collections across Early Collections, Asset Management and Disposals. Early Collections supports customers in the early stage of arrears and those experiencing financial difficulty, with Asset Management and Disposals, managing late-stage collections, recovery activity, and asset disposal outcomes including end of lease processes. It ensures these functions operate with clear priorities, effective controls and a focus on reducing financial loss while maintaining compliance, fairness and a high standard of customer service. Working closely with Customer Resolutions Experts, frontline leaders, In Life teams, Risk, Compliance, Quality Assurance, People & Culture, Workforce Planning and other key stakeholders, the role co-designs operational strategies and improvement initiatives that strengthen performance, governance and continuous improvement. It uses data, insights and industry knowledge to identify systemic issues, improve consistency, uplift capability and deliver compliant, efficient and customer-centred outcomes across Customer Resolutions. How you'll make an impact Governance & Compliance Oversee Early Collections, Asset Management & Disposal operations Ensure compliance with legislation, regulations and internal policies Analyse performance data to identify risks and improvement opportunities Deliver accurate and timely operational reporting Monitor quality, record keeping and customer communication standards Assess regulatory changes and support implementation Provide guidance on complex and escalated matters Support audits, assurance and regulatory activities Partner with stakeholders to improve governance and customer outcomes Leadership Lead, coach and develop staff, promoting a high-performing accountable culture Role model accountability, collaboration and customer focus Align stakeholders on priorities, risks and performance Kaizen & Continuous Improvement Drive process improvements to enhance efficiency and outcomes Promote a culture of continuous improvement Implement operational enhancement and transformation initiatives Operational Management Manage daily collections operations and service delivery Coordinate workforce planning and resource allocation Support vendor and outsource partner performance management Your attributes Proven leadership experience managing leaders within a collections, customer operations or financial services environment Demonstrated experience leading high-volume operational teams focused on SLA achievement and customer outcomes Strong knowledge of relevant legislation, regulatory obligations and industry standards relating to collections Experience working within regulated environments with a strong focus on compliance, audit and risk management Exposure to change management, operational transformation and continuous improvement initiatives Experience handling escalated customer matters, complaints and vulnerable customer scenarios Excellent operational management and decision-making skills within fast-paced environments Highly developed analytical and problem-solving capability with strong attention to detail Strong understanding of collections operations, customer service principles and regulatory obligations Advanced verbal and written communication skills with the ability to engage at all organisational levels Ability to interpret operational data and translate insights into actionable outcomes Demonstrated ability to drive accountability, engagement and performance culture outcomes Proficient in operational reporting systems, workforce management and collaboration and performance tracking tools Life at Toyota & What we offer you We pride ourselves on a work culture that supports and rewards people. From development programs to recognition programs, we make sure everyone at Toyota Finance Australia lives their best possible life. After all, our people are our greatest assets. Toyota Australia is well-recognised for offering: Flexible hours and workspaces Career Development 26 weeks paid primary carers leave & 8 weeks paid parental leave for secondary carers Wellness facilities & Employee Assistance Program (private coaching available to you and your family) Paid volunteer days to support your community / Employee Community Grants Fund Employee Car Benefit Scheme Building a great place to work You're welcome to find out more by visiting our careers page: https://tfacareers.com.au/ We are an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We are happy to adjust the recruitment process for your accessibility requirements. Please contact us and let us know your preferred type of communication and we will be in touch as soon as possible to discuss your requirements. Come with us and help create the future.

Responsibilities

Oversee Early Collections, Asset Management, and Disposals to ensure effective governance and reduced financial loss. Lead and develop staff while co-designing operational strategies to improve consistency and customer-centered outcomes.