Head of Member Support

Qualifications

• You bring significant leadership experience in collections, hardship, recoveries, credit or lending within a regulated financial services environment, supported by extensive experience across consumer and commercial lending.
• You have deceased estates experience or ability to demonstrate ability to manage regulatory requirements and service standards
• You have strong knowledge of banking, hardship and collections regulations, including NCCP, ASIC requirements, the Banking Code of Practice and broader industry obligations.
• You have a proven ability to develop and execute collections and hardship strategies that deliver strong member outcomes while effectively managing risk, governance and regulatory expectations.
• You are an empathetic and empowering people leader with a track record of building high-performing teams, developing capability and leading through change.
• You are highly analytical, commercially minded and influential, with the ability to interpret portfolio performance and impaired asset data, manage complex stakeholder relationships and drive continuous improvement.
• You have significant leadership experience across collections, hardship, recoveries, lending operations or credit management within a regulated financial services environment.
• You have demonstrated capability managing vulnerable customer, hardship, deceased estate or complex case management functions.
• You have a strong understanding of banking regulation, compliance, governance and risk management requirements, including NCCP, ASIC guidance and the Banking Code of Practice.
• Proven ability to balance member outcomes, commercial performance and regulatory obligations.
• You have a highly developed leadership, coaching and change management skills, with a track record of building engaged, high-performing teams.
• You have strong analytical and commercial acumen, with experience interpreting portfolio performance, identifying trends and driving operational improvement.
• You have excellent stakeholder management and influencing skills, with the ability to navigate complex matters and achieve positive outcomes.