Collections Team Leader

At Shift, we’re business specialists dedicated to helping Australian SMEs take control of their cashflow, streamline trade terms and choose the right financial products.  

We believe Australian businesses are the driving force behind our economy and the heart of our community. That’s why our business expertise, relationship focus, and market-leading technology is at the core of everything we do.  

Our unique approach and collaborative culture means you can build your career with support. You’ll be joining a diverse team of over 250 people who are always looking to deliver better outcomes for the 25,000+ Australian businesses we’ve served (and counting!)

Are you an experienced leader with a passion for driving team performance and developing talent? We’re looking for a Collections Team Leader to manage and coach a team of collection officers, ensuring high engagement, performance, and capability. In this role, you’ll be responsible for the day-to-day management of your team, ensuring they meet organisational goals, handle escalations effectively, and contribute to continuous improvement initiatives. This is a great opportunity to lead a motivated team and play a key role in strengthening our credit control management framework.

What you'll do: 

• Lead, coach, and develop a team of collection officers to ensure high performance and engagement.
• Drive team results, achieving KPIs and maintaining quality service standards.
• Serve as the point of contact for collections-related queries and escalations.
• Allocate work, ensuring the portfolio is up to date and performance standards are met.
• Support the implementation of new initiatives and continuous improvement projects.
• Ensure compliance with regulatory requirements and best practices.
• Collaborate with other departments to address challenges and improve operations.
• Oversee account progression to ensure timely actions, including legal proceedings or repossession.

What you'll bring: 

• Extensive experience in Commercial Collections, ideally with a proven track record of success in this area.
• A background in People Management, with the ability to lead and develop teams.
• Strong understanding of Australian regulatory obligations (ASIC Debt Collection guidelines, Privacy Act).
• Experience managing specialised portfolios (Hardship, Repossessions, or Legal) is preferred.
• Ability to collaborate effectively with stakeholders at all levels.
• Excellent relationship-building, communication, and phone management skills.
• Resilient, results-driven, and adaptable. 

Key benefits: 

• Collaborative teams – a flat structure means everyone can learn from colleagues and senior leaders around the business.  

• Flexible working environment – we’re headquartered in North Sydney with state-based workplaces and offer a flexible work policy.  

• Family support – industry leading 26 weeks paid parental leave.  

• Varied workspaces – our office enables areas for collaboration, brainstorming and socialising as well as focus zones. 

• Wellness focus – grab a healthy breakfast, snacks and if you like keeping active, we have excellent building facilities to support you. 

• Positive environment – come together with all your colleagues at Sydney HQ every 100 days to set and collaborate on key cross functional business priorities