Customer Resolutions Collections Manager

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  

• Minimum 2+ years of 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.