Head of Delivery - Credit and Collections at Probe CX

Melbourne, Victoria, Australia -

Full Time

Start Date

Immediate

Expiry Date

17 Mar, 26

Salary

0.0

Posted On

17 Dec, 25

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Collections Operations Expertise, Commercial Leadership, Customer Delivery Leadership, Stakeholder Management, Strategic Planning, Performance Communication, Innovation, Continuous Improvement, Risk Management, Compliance, Team Development, Client Relationship Management, Financial Acumen, Operational Leadership, Growth Initiatives, Transformation Programs

Industry

Outsourcing and Offshoring Consulting

Description

At Probe Group, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific, Asia and North America, we’re no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than the day before, and our exponential growth is living proof that we have stayed true to this ethos. At Probe, expect to think differently, challenge the norm and find your purpose. About the Role Reporting to the Chief Customer Officer, you will set the direction and lead delivery for Probe’s Credit & Collections division, spanning Probe Collections and Probe Field Services. This role goes well beyond traditional collections leadership. You’ll balance commercial growth, regulatory excellence, and customer outcomes, while partnering closely with clients to optimise performance, retention, and lifetime value. You will play a pivotal role in shaping how Probe CX differentiates itself in the market—through innovation, insight-led delivery, and value-added services. What You’ll Be Responsible For Client & Customer Leadership Own and strengthen senior client relationships across the collections portfolio, acting as a trusted advisor and strategic partner. Ensure consistent delivery against agreed KPIs and SLAs, balancing recovery performance with positive customer experiences. Identify and progress opportunities to expand client partnerships through complementary services, including Field Services. Lead clear, proactive performance communication aligned to client objectives across short, medium, and long-term horizons. Collaborate across Probe CX to deliver seamless, high-quality client engagement and outcomes. Strategy, Growth & Innovation Set and execute a forward-looking strategy that enhances the end-to-end customer lifecycle, from service delivery through to collections. Drive growth initiatives across products and market segments, using deep industry knowledge and market insight. Partner with internal teams to design and deliver transformation programs, including integrated Field Services solutions. Champion innovation and continuous improvement, sponsoring cross-functional initiatives that lift capability and performance. Commercial & Operational Leadership Lead large-scale collections and revenue operations, delivering strong financial outcomes while managing risk and compliance. Own portfolio performance, including budgeting, pricing input, and commercial decision-making for new and existing clients. Ensure operations meet all legal and regulatory requirements, fostering ethical and constructive debt recovery practices. Lead through complexity and change, creating a culture of accountability, resilience, and high performance. Build strong leadership capability and succession, developing high-performing teams across the portfolio. What You’ll Bring Collections Operations Expertise: Demonstrated senior-level experience in managing and optimizing large-scale Collections and revenue management operations. Commercial & Customer Delivery Leadership: Proven experience leading a significant operational portfolio encompassing high-volume Service and Sales operations, with a track record of driving commercial growth and maximizing revenue generation. Stakeholder Management: Highly developed ability to build and maintain professional, long-term relationships with key clients and internal Group Executive stakeholders, effectively negotiating contractual outcomes.) Relevant tertiary and/or post-graduate qualifications. This is a rare opportunity to step into a role with genuine scope, where you can drive growth, influence client outcomes, and build a high-performing division within a rapidly expanding organisation. About Probe CX Probe CX is a global business of 17,000 team members. We believe in combining human expertise with technology to deliver exceptional results. We are a digitally-enabled and data-driven company, but first & foremost we are people-purpose led. Our team members are instrumental in delivering on our promise to provide a human touch to every interaction. How to Apply? Click on 'Apply Now'. Need adjustments for accessibility needs throughout our recruitment process - please let us know. We're happy to accommodate. Probe CX firmly believes that the strength of our company lies with the diversity and talent of our people. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, making room for opportunities for each individual to thrive. Join us in celebrating you and your 100% authentic self! Explore our end-to-end career opportunities across CX strategy, real-time speech analytics, conversational AI, outsourcing and digital transformation solutions. Contribute to projects that transform customer experiences and help leading brands connect with their audiences in meaningful ways.

Responsibilities

The Head of Delivery will lead the Credit & Collections division, focusing on client relationships, performance communication, and strategic growth initiatives. This role involves balancing commercial growth with regulatory excellence and customer outcomes.