PRINCIPAL RESPONSIBILITIES: (Include but not limited to:)

61 Adhere to all policies and procedures relating to Workplace Health and Safety ensuring the safety of yourself and all other people who may be affected by your conduct in the workplace.
61 Oversee the portfolios within Consumer Finance and ensure high currency rates and low defaults.
61 Analyze existing and proposed methods and procedures in the Consumer Finance business unit to proactively develop new ways to increase efficiency and streamline processes.
61 Assisting and encouraging the development of objectives, strategies and plans aimed at achieving customer satisfaction and the efficient use of resources in the department;
61 Building strong business relationships with key stakeholders
61 Compliance and quality review and auditing through various methodologies
61 Comply with relevant legislation including and not limited to Privacy Act, National Consumer Credit Protection act, Collections, Anti Money Laundering
61 Contribute to interviewing and recruitment of new/replacement staff.
61 Contribute to setting and reporting on individual/group statistic targets and KPI’s to provide indications of performance and efficiency
61 Deliver and facilitate world class training to all of the Consumer Finance team with the aim of improving the operational efficiencies and overall skill level of the company during all stages of employment
61 Develop and train team members and business partners
61 Display Count On Me! service to all internal and external parties.
61 Display innovation through inspiring, creating and improving processes and products.
61 Display leadership values by ensuring effective communication and respecting your peers and managers. Support others within the team and empower each other wherever possible.
61 Ensure all audit requirements are met
61 Ensuring all policies and procedure are up to date and that all regulatory compliance training is completed on time
61 Ensure policy / process / procedures include controls as relevant
61 Ensure the robustness and integrity of data provided
61 Ensuring daily workflow and timelines are achieved with accuracy
61 Investigate and resolve issues that arise from data maintenance
61 Leading team meetings and encouraging active participation with relevant input and feedback.
61 Maintain resources in line with budget
61 Maintain understanding and efficient use of various systems used by the Department including but not limited to CSS; Merlin; Customer Hub; dialler system and miscellaneous Access databases
61 Manage inbound calls and team priorities to meet service level goals
61 Assist with ensuring the portfolios within Consumer Finance maintain high currency rates and low defaults (including collections strategies & portfolio review)
61 Management of the month end process ensuring all aspects are considered and able to prepare, execute, review and analyse month end results including key drivers, trends and KPI's.
61 Ongoing training by means of providing ongoing coaching, development and feedback to staff where required.
61 Performance development, management, and review of team members daily, weekly, monthly, annually
61 Plan assign and direct work to the teams ensuring the completion of daily/weekly tasks
61 Regular quality audits via call and account monitoring of staffs providing direction and examples of quality service and offering feedback to individuals on ways to improve.
61 Regularly review the status of all accounts receivable portfolios including collections to ensure that accounts receivable maintains high currency & low default rates
61 Review and verification of financial results
61 Regularly review the status of all accounts receivable portfolios including collections to ensure that accounts receivable maintains high currency & low default rates
61 Reviewing all portfolios to ensure accuracy and integrity of account financials and statuses
61 Setting strategies to achieve targets
61 Support Consumer Finance through effective training strategies, inclusive of creating, implementing and maintaining an engaging on boarding program and on-going refresher training for all staff in Consumer Finance
61 Uses data to effectively plan, schedule, and respond to the needs of the Consumer Finance Team so that we can meet/exceed business goals.
61 Willingness to participate in a rotation to other functional areas of the department for training and upskilling purposes
61 Design, implement, and improve business quality standards
61 Create reports to track progress.
61 Training, motivating, coaching and correcting employees to ensure that standards are met.
61 Work with Leadership to achieve cross-training initiatives to ensure even workload distribution.
61 Monitor and assess staff availability and workforce utilization.
61 Review the forecast and staff plan and discuss actions needed to maintain service levels.

KEY POSITION CRITERIA:

61 Ability to travel locally and overseas as needed
61 Commitment to continuous improvement strategies and attention to detail
61 Deliver individualized training for all Consumer Finance team members as needed.
61 Compliance and quality review and auditing through various methodologies
61 Collaborate with the leadership team of the assigned operational area to initiate and create supplemental or continuing education training when performance gaps occur
61 Conduct quality monitoring of staff’s interaction with customers (internal & external)
61 Evaluate performance and recommend development training
61 Excellent interpersonal and communication skills
61 Excellent time management, multitasking and organizational skills with the ability to delegate appropriately
61 Strong understanding of the regulatory credit risk framework under NCCP & ACL
61 Experience leading an outbound and inbound contact centre
61 Familiarity with a variety of collections concepts, practices, strategies and procedures
61 ***-rate customer service
61 ***-rate problem solving and negotiation skills, with experience in complaints management and conflict resolution
61 Flexibility, with a willingness to undertake a wide variety of tasks in a fast paced environment and able to prioritise work
61 Identify training needs through job analysis, consultation with leadership teams, staff questionnaires, competency-based assessment, work reports and call monitoring
61 Intermediate knowledge of Microsoft Office programs, including Access, Excel, Word & Outlook
61 Participate in staff meetings.
61 Previous experience managing and supervising staff
61 Significant experience managing, motivating and inspiring staff
61 Strong analytical skills and ability to problem solve and improve processes
61 Strong leadership with a positive demeanor to motivate staff and promote a positive team environment
61 Structure session plans with consideration given to different styles of training formats (e.g. role-playing, lecture, group participation)
61 Work autonomously in a fast paced environment as well as within a team across many business units
61 Work well with minimal direction