AU Mortgage Collections Manager

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Inviting applications for the role of the Operations Collections Manager

We are seeking an experienced Arrears Management Operations Manager to lead and oversee mortgage arrears operations for our Australian client/account. The ideal candidate will have deep expertise in managing end-to-end arrears processes — from early-stage delinquencies to late-stage arrears and hardship cases — with a strong understanding of Australian regulatory and compliance requirements.

Responsibilities

• Handle client operations with ease via exhibiting knowledge on mortgage services, personal banking and commercial lending as a subject matter authority
• Manage and oversee daily operations of mortgage arrears processes, ensuring timely and effective management from initial arrears through to late-stage collections which may include hardship accounts.
• Develop, implement, and monitor strategies to reduce delinquency rates and improve recovery performance.
• Ensure adherence to Australian regulatory requirements (e.g., NCCP Act, ASIC guidelines, AFCA complaint handling) and internal policies.
• Oversee the hardship assistance process, ensuring fair and compliant handling of vulnerable customers.
• Lead, coach, and develop a high-performing team of arrears and collections professionals.
• Monitor performance metrics, prepare regular reports, and present insights and recommendations to internal and client stakeholders.
• Collaborate closely with client representatives, legal teams, and external agencies where necessary.
• Drive continuous improvement initiatives to enhance process efficiency, compliance, and customer experience.
• Manage operational risks, including identifying potential issues and implementing controls to mitigate risks related to arrears management.
• Responsible for leading, monitoring and coordinating the activities of the team daily while ensuring an optimal and compliant operations eco-system.
• Provide coaching and mentoring to direct reports (Team Leads) on Genpact leadership standards.
• Runs and analyses daily metrics and steers the organization.
• Ensure high quality month end close by proactively working with stakeholders.
• Primary operations lead responsible for process improvement and representing the team in global/regional projects.
• Owns the governance and is accountable for delivering the service as per the contractual commitment including SLA and KPI targets
• The role assumes responsibility for effectively overseeing Operations functions. Ensures all customer questions and complaints are resolved in a timely manner. Completes research and resolves documentation errors or discrepancies on complex customer problems. Ensures operations further Company strategic plans and are in accordance with established policies and procedures.
• The Collection Manager monitors service delivery and ensures excellence in service levels. Ensures deadlines and targets are met. Promotes goodwill and a positive image of the Company
• Provides leadership to assigned personnel through effective objective setting, delegation, motivation, and communication. Conducts regular meetings to ensure that personnel are well informed of changes in policies and procedures. Discusses areas needing improvement. Oversees the activities of Representatives. Assigns, schedules, and coordinates personnel. Directs daily operations. Identifies, develops, and implements front-line leadership development programs as appropriate. Ensures that representatives are thoroughly trained in all products and services.
• Conducts performance appraisals. Provides measurable feedback to assigned personnel and suggestions for improved performance. Formulates and implements employee corrective actions as needed. Should be able to coach, mentor and help all his/her direct reports to be motivated and engaged to grow their career with Genpact. Assists in interviewing and assigning new personnel as necessary.
• Communication and Presentations Skills: Should be able to communicate well with the clients and be able to present data post analysis.

• Problem Solving: Should be tactical and be able to solve day to day operations issues and should be able to understand Service Delivery metrics.

• Time Management: Should be able to manage his/her own time well and coach front line managers and agents' staff to do the same.

• Out of box thinking: Use initiative and demonstrate creativity in solving problems for Genpact customers.

Qualifications

Minimum qualifications

• Extensive experience (5+ years) in mortgage arrears management, covering the full arrears lifecycle — from initial arrears to late-stage collections and hardship management.
• Strong knowledge of Australian regulatory frameworks and obligations (e.g., NCCP Act, ASIC, AFCA, privacy laws).
• Proven track record in managing operations for Australian mortgage or financial services clients/accounts.
• Excellent leadership and people management skills with the ability to motivate and develop teams.
• Analytical mindset with the ability to interpret data, identify trends, and drive performance improvements.
• Strong stakeholder management and communication skills, including experience working with clients and regulators.
• Familiarity with collections systems, arrears reporting tools, and risk management frameworks.
• Commitment to customer fairness, compliance, and ethical collections practices

Why join Genpact?

• Be a transformation leader
  – Work at the cutting edge of AI, automation, and digital innovation
• Make an impact
  – Drive change for global enterprises and solve business challenges that matter
• Accelerate your career
  – Get hands-on experience, mentorship, and continuous learning opportunities
• Work with the best
  – Join 140,000+ bold thinkers and problem-solvers who push boundaries every day
• Thrive in a values-driven culture
  – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress

Come join the tech shapers and growth makers at Genpact and take your career in the only direction that matters: Up.

Let's build tomorrow together.

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation.

Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.