Collections Team Leader – Australian Market (Based in Mexico | Night Shift)

Collections Team Leader – Australian Market (Based in Mexico | Night Shift) Who are we? IPF Digital is a Financial Services company, part of IPF Group, and trades as Creditea in México and Credit24 in Australia. We provide consumer loans, and our mission is to make life easier by offering simple and personalized financial solutions. Our organizational purpose is to build a better world through financial inclusion, and we see the role Collections Team Leader as being critical in shaping and preserving our organizational culture that is centred around our purpose. At IPF Digital, we are committed to promoting strategies that help us maintain a balance between our personal and work lives, where each of our employees feels motivated and is reflected in business results. You'll join a highly engaged team ready to help you make your adaptation very easy and simple, and together achieve goals. The role Reporting to the Credit Risk Manager (with a functional reporting line to the Regional Collections Manager), the Collections Team Leader will lead and develop a team of Collections Specialists to deliver agreed collections outcomes. The role is responsible for the operational end-to-end management and control of the Collections process, covering Pre-Reminder, Reminder (0-64 DPD) and Collections stage (72+ DPD). Debt sale processes are excluded from this role's responsibility. The responsibilities · Own and manage the end-to-end Collections process, including Pre-Reminder, Reminder (0-64 DPD) and Collections stage (72+ DPD), ensuring effective daily operation, task allocation and delivery against agreed collections targets such as POT, regularisation, roll rates, flow-forward and cash collected. · Maintain and monitor collections procedures, controls, policies and manuals, ensuring compliance, customer treatment standards, accurate records, audit readiness and timely corrective actions where control gaps or risks are identified. · Prepare, review and present daily and weekly collections reports for the team, including contact rates, productivity, quality, customer outcomes and portfolio trends; analyse results, identify issues and initiate data-driven process, system or strategy improvements where required. · Lead, coach and develop Collections Specialists through training, mentoring, quality reviews, one-to-one meetings, performance management, knowledge sharing and implementation of motivational or incentive schemes to improve team engagement and performance. · Ensure customers experiencing payment difficulties are handled with sensitivity and tact, acting as an escalation point for complex cases and supporting day-to-day collections activity where needed, including dialler activity, manual calls and payment arrangements. · Manage team capacity, attendance, coverage and FTE/budget inputs to ensure business continuity and efficient delivery of monthly targets. · Manage relationships and documentation requirements with external collections partners, outsourced reminder partners and system providers, and support new collections projects from testing through implementation and execution. · Perform other duties within the scope and responsibilities of the role, as directed by the Regional Collections Manager or Operations Manager. Qualifications · Accreditation or certification in a Finance-related area · Financial Services diploma/Finance degree (highly desirable) · Fluent English (Business-level proficiency) Knowledge · A sound understanding of debt collection and associated legal obligations · An understanding of the Bankruptcy Act; The National Consumer Credit Code (NCCP), The Debt Collection Guidelines; The Privacy Act and The Code of Banking Practice Skills: · Superb phone manners · Be self-motivated and commercially minded · High attention to detail · Be methodical in your approach · Be results focused · Have high personal energy and enjoy a lively environment · Demonstrated ability to show active listening, effective questioning to build rapport and ongoing relationships · Employ a professional but firm negotiation style · Proactive and performance-driven nature · Independent problem-solving abilities and positive attitude · Ability to display a flexible approach to problem-solving issues whilst working within an established credit framework · Ability to work within an ambiguous environment and assist to create appropriate structure and processes Experience · 3+ years' experience in a debt recovery role · Management/leadership experience · A good understanding of how to talk to get the most out of customers · Knowledge of phone systems · Prior knowledge of working with Salesforce is encouraged · People management experience Must live in Mexico City or metropolitan area like Estado de México. What we can offer you Attractive Salary Bonuses Additional benefits Work with the best team in a startup environment. Hybrid working model. Night shift: from Sunday to Thursday // 5pm to 1am with a 1 hr lunch time Uber ride home after your shift included as a benefit. Work Leave Permissions additional to the law. Work Life Balance Program with different initiatives. Medical Attention and Psychological. Self-care days Additional benefits Sounds good? If your answer is yes, please attach your Resume in English. Only short-listed candidates will be contacted. All short-listed candidates will be invited to do an initial online screening as part of the recruitment process. IPF Digital México is an Equal Opportunity Employer, and we value diversity and inclusion in the workplace. We seek to recruit, develop, and retain the most talented people from diverse cultures, perspectives, skills, and experiences within our workforce. All employment will be based on merit, competence, performance, and business needs. Department Collection Locations Mexico Remote status Hybrid Employment type Full-time IPF Digital in numbers countries years of experience people on board customers served since 2008 About IPF Digital Our purpose We are IPF Digital – the global fintech company, arm of the international IPF Group. Our mission? To make everyday life easier through fast, simple and responsible online financial services. We operate in multiple countries across several continents – from Mexico to Australia – helping customers achieve their daily goals and long-term dreams and building the better world through financial inclusion. What makes us stand out? Everything we do is guided by three values: We are Responsible – We always take due care in our actions and decisions. We are Respectful - We treat others as we would like to be treated We are Straightforward - We are open and transparent in everything we do. Is this you? You’ll enjoy working at IPF Digital if: you thrive in an international environment as our HUB & Spoke environment is all about collaboration, you value ownership and autonomy in your work, you appreciate a friendly, open culture and know the meaning of real team spirit. Get to know IPFD Talks! IPFD Talks E01P01 IPFD Talks E01P01 IPFD Talks E01P02 Welcome to IPFD Talks! About IPF Digital Your first day at IPF Digital - what you can expect and how to prepare