Senior Manager - DCA

at  Transurban

Transurban’s commitment to enhancing road safety, intelligence, and sustainability is evident through its innovative solutions that tackle transportation challenges. The Customer Solutions and Australia Markets Partnering (CS & AMP) division plays a pivotal role in this mission by transforming the customer experience. This division adopts a comprehensive approach, integrating employees, processes, and technology to improve customer interactions.
About the role
The Senior Manager – Debt Collection Agencies (DCA) is key the Customer & Technology’s success, managing national Debt Collection Agencies (DCAs) partnerships. You will have direct management of external DCAs and their strategies, overseeing Transurban’s debt collection processes.
You will be a leader with exceptional operational discipline and a proven track record in DCA performance, as this role requires daily oversight of DCA operations to optimize revenue recovery and efficiency.

Some of what you will do:

• Ensure compliance, and driving strategic and tactical transformations for increased revenue at lower costs
• Continuously improve collection strategies by identifying trends and patterns, and providing inputs for training, development, and process enhancements to maximize revenue
• Confirming completeness, timeliness, intensity of collection, customer service, operational cost, compliance, risk management, quality, reporting, and employee engagement
• Manage the debt collection and legal budgets
• Establish and regularly review team priorities, performance objectives and provide ongoing coaching and feedback to team members

This role requires someone who possesses:

• Collections operations leadership experience gained in banking and financial services environment
• Subject matter expertise relating to collection practices and regulatory obligations
• Background in driving productivity and service improvement through hands-on operations leadership – including capacity forecasting, workflow prioritisation, performance management and coaching
• Experienced in leading complex operational teams, managing change, enhancing operations, achieving productivity and financial targets, and improving risk profiles
• Excellent numerical accuracy and attention to detail
• Well-developed critical thinking skills and ability to develop innovative solutions

If you meet some of these requirements, but not all, we encourage you to submit your application.

You will receive great benefits, including:

• A range of flexible working and leave options, including the option to purchase an additional six weeks of leave each year.
• 16 weeks paid parental leave (regardless of gender or carer status), with no waiting period, with Superannuation paid during unpaid leave as well.
• Learning and development opportunities to support your career interests.
• Health and wellbeing support—access to Headspace and our EAP program, wellness facilities, and more
• Share offers and insurance benefits.
• Social activities, community give-back programs and paid volunteer days.

We offer a range of flexible working and leave options, so you can balance your work and life commitments and interests. Have a conversation with us about how this could work for you.
We embrace diversity with a foundation of safety, wellbeing, and inclusion, where everyone belongs. We treat everyone with fairness, consideration, and respect, regardless of gender, gender identity, marital or family status, sexual orientation, age, ethnicity, religious beliefs, cultural or socio-economic background, perspective, and experience – whether they work for us or not. We want to ensure everyone feels comfortable and safe to express ideas, questions, and concerns.
We strongly encourage applications from candidates of diverse backgrounds and lived experiences, including Aboriginal and Torres Strait Islander people and people living with disability. If you require any adjustments or support during the recruitment process, please contact us on
careers@transurban.com
.
Job Type:
Permanent
Closing Date:
30-Aug-2024 0:00
Please note: The closing date reflects the time zone of the Primary Location for this job posting.
Primary Location:
Sydney CBD, Inner West & Eastern Suburbs Sydney NS

Some of what you will do:

• Ensure compliance, and driving strategic and tactical transformations for increased revenue at lower costs
• Continuously improve collection strategies by identifying trends and patterns, and providing inputs for training, development, and process enhancements to maximize revenue
• Confirming completeness, timeliness, intensity of collection, customer service, operational cost, compliance, risk management, quality, reporting, and employee engagement
• Manage the debt collection and legal budgets
• Establish and regularly review team priorities, performance objectives and provide ongoing coaching and feedback to team member

This role requires someone who possesses:

• Collections operations leadership experience gained in banking and financial services environment
• Subject matter expertise relating to collection practices and regulatory obligations
• Background in driving productivity and service improvement through hands-on operations leadership – including capacity forecasting, workflow prioritisation, performance management and coaching
• Experienced in leading complex operational teams, managing change, enhancing operations, achieving productivity and financial targets, and improving risk profiles
• Excellent numerical accuracy and attention to detail
• Well-developed critical thinking skills and ability to develop innovative solution