Head of Member Support
Core
Lead collections, hardship, recoveries, and deceased estate functions to help members navigate financial difficulty and challenging circumstances with empathy and regulatory compliance.
Role type
Senior leadership head of member support
Builds
Collections, hardship, recoveries, and deceased estate services for a mutual bank
Domain
Banking / Financial Services / Member Support
Deliverable
client delivery
Required skills
Strategic leadership, operational excellence, risk management, regulatory compliance, team development, stakeholder management, financial analysis, change management, process improvement
Preferred skills
Experience in consumer and commercial lending, knowledge of NCCP and ASIC requirements, ability to manage complex cases
Technologies
N/A
Responsibilities
Lead collections, hardship, recoveries, and deceased estate operations; ensure regulatory compliance and risk control; drive continuous improvement and automation; build and develop high-performing teams; manage complex stakeholder relationships; deliver fair and empathetic outcomes for vulnerable members
Seniority
Senior, hands-on IC with strategic leadership scope