Senior Manager Hardship
Core
Leads hardship operations for Australia & New Zealand, ensuring customers experiencing financial difficulty receive fair, timely, and practical support while balancing regulatory obligations and operational performance.
Role type
Senior Manager, Hardship Operations
Builds
Hardship frameworks, controls, and customer experience processes for Latitude's banking customers
Domain
Banking / Financial Services / Customer Care
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
People leadership, distributed team management, regulatory compliance, risk management, process improvement, stakeholder engagement, data analysis, project management, policy development, operational oversight
Preferred skills
Experience in collections, complaints handling, vulnerable customer care, technology-enabled change initiatives
Technologies
N/A
Responsibilities
Lead Hardship teams across Australia, New Zealand and the Philippines; oversee complex hardship matters and escalations; manage BAU hardship operations including performance and quality; own hardship policies, procedures, controls, reporting and dashboards; provide guidance to frontline teams on early identification of hardship; lead regulatory, operational and customer experience initiatives; represent Latitude with financial counsellors and industry forums; drive simplification and process improvement; identify and mitigate operational and regulatory risks
Seniority
Senior, hands-on IC with leadership scope