Collections Team Manager

2 days ago

Auckland City, New Zealand humm Full time

Motivate, drive performance and development for your team
- Fun, collaborative team environment
- Flexible working - work from home and back to base days in our Newmarket offices

**We Dream. We Design. We Deliver.**

This is the place where you’ll be hands on. Where new ideas are welcomed and expected.

At every level and in every role we’re doers and builders. Not Managers and minders.

**humm**group (ASX-HUM) is one of Australasia’s most successful and enduring fintech organisations with a proud legacy of rewriting the playbook for digital spending. We help people buy everything, everywhere, every day. Our product ecosystem of buy now pay later, and business financing products has been designed around the core needs of today's shoppers, retailers, and small and medium enterprises.

**What's so exciting about this role?**

This is a busy role managing a team of Collections Officers based in our Auckland office. You will motivate, drive performance and development for your team members in a supportive environment, to ensure department objectives are met.

This is a critical part of our Credit Risk, Fraud and Collections team, who support our customers through their difficulties, being as supportive as possible while enabling rehabilitation and retention of their business.

**What does an average day look like?**

No day at **humm **is average but here is an idea of what you can expect:

- Lead a team of Customer Support / Collections Agents, and be responsible for developing and monitoring the team performance and KPIs
- Provide regular performance feedback and coaching
- Respond to performance trends identified from quality initiatives
- Work collaboratively with other departments, peers and employees to champion organisational strategies, changes and initiatives
- Lead by example, taking ownership and responsibility and make decisions while contributing to the wide leadership of the team
- Compile and maintain accurate operational reporting, providing reporting and monitoring trends in workflows, team and individual performance
- Ensure compliance with legislative, financial and Company policy requirements
- Identify production and performance trends
- Use analytics and modelling to develop and obtain approval for and implement strategies to achieve efficiencies and improve overall performance.
- Lead or contribute to special projects including conducting ad hoc reviews or tasks requested by the Head of Collections (NZ). This includes providing workable recommendations.

**Who will thrive in this role?**

You are customer obsessed and want to make a difference in their lives. You thrive in a fast-paced environment and are not afraid to challenge the status quo. You are a visionary leader who will roll up your sleeves to get things done. We are also looking for someone who brings:

- Knowledge of legislation and regulation of the Finance Industry in Australia and New Zealand
- Awareness of key relevant legislation, e.g. Privacy Act, Consumer Guarantees Act, Credit Contracts and Consumer Finance Act etc.
- Acts with care, diligence and skill and is careful not to mislead customers in providing financial advice
- Leadership and management experience of a Collections team
- Excellent computer literacy (MS Excel advanced)
- Strong Analytical skills
- Strong understanding of system automation
- Experience with Dialler Management

**How we humm**

Feed your mind. Focus on impact. Feel their world. Famous for delivery and # FTB

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