Kia ora! We have an awesome new opportunity for a Manager - Customer Arrears and Support to join our team based in Newmarket. Here's some info:
Is this your next role? As Manager - Customer Arrears and Support, you'll lead, motivate and develop our Customer Arrears and Support Team, whose role is to minimise arrears and subsequent write off losses achieved through robust collection practices. This critical role reports directly to the National Collections Manager, serving as the second-in-command, actively shaping our customer arrears strategy and contributing valuable insights from collections activities.
Key responsibilities: Provide strong leadership, fostering a culture of collaboration and excellence.Manage customer complaints, ensuring prompt and effective resolution.Optimise team productivity through your expertise in dialler systems.Present actionable insights and strategies to senior leadership.Oversee the design and delivery of training programs to enhance collections capabilities.Does this sound like you? You're a passionate people leader, with demonstrated success in creating and leading high performing teams within customer arrears or collections environment. You'll be hands on since we are the kind of organisation that gets on with things.
Hungry to own and deliver, you're a pro with:
Skilled in managing multiple, remote teams and indirectly leading 20+ employees.Confident in delivering presentations to senior stakeholders.Skilled in resolving escalated customer complaints while maintaining trust.Experienced in using dialler systems to drive operational efficiency.Extensive experience in lending and collections for both business and consumer borrowers.A bit about us and what we do Heartland is an NZX/ASX-listed financial services group with big growth plans. Heartland owns both Heartland Bank in New Zealand and Heartland Bank in Australia. We provide award-winning savings and finance products to a diverse range of customers including business owners, farmers and retirees. Heartland's strategy is to digitalise everything we do, enabling us to provide customers with what they need in a scalable way. We can then pass those benefits onto the customer through faster service and better rates.
Can you see yourself here? We're innovative and always evolving. We work together as one team and have big ambition. We're committed to creating a culture of inclusivity that celebrates our diverse backgrounds and supports the wellbeing of our people. We offer real opportunities for learning and career development. You can also drive change through our internal groups (including Manawa Whenua - our Maori group, the Rainbow Committee, Diversity & Inclusion Committee and our Green Team).
Some of our other benefits include: an excellent insurance packagesports teams including touch, netball and footballdaily breakfast, fresh fruit and Friday night pizza and drinksDiversity & Inclusion At Heartland, we're proud to celebrate the many characteristics that make each of us different. We are committed to improving the inclusiveness of our workplace, enabling our people to be authentic and helping us better understand and respond to our customers. We're a Living Wage Employer, a Hearing Accredited Workplace, and have the Rainbow Tick.
Heartland is an equal opportunity employer. We strongly encourage everyone to apply, and we welcome everyone to the team. Please let us know if you need any adjustments throughout the application or interview process including a sign language interpreter or speech-to-text reporter. In your application, feel free to let us know what your pronouns are (for example, she/her, he/him, they/them etc).
Please note you must be eligible to work in New Zealand.
#J-18808-Ljbffr
