Collections & Recoveries Senior Lead

Job Description

Who We Are
We're an iconic Aussie brand with a global footprint. Our purpose is to build a connected future so everyone can thrive. We're all about providing the best experience and delivering the best tech on the best network.

This includes making Telstra the place you want to work. For you, that means a having career that grows with you and working with a team powered by human connection that prioritizes wellbeing and choice.

Focus of the Role
As Collections & Recoveries Services Senior Lead, you will play a crucial role in providing tailored payment solutions for customers that require support to pay outstanding invoices and deliver outstanding customer experience. In addition, you will provide a strong focus on loss mitigation activities to maximize returns to Telstra.

You are instrumental in building and leading a high-performing team that delivers outstanding customer service processes and experiences across a broad span of business disciplines. You lead your team in engaging and collaborating to determine and implement strategies to meet customer expectations. You achieve this by drawing on your great leadership skills combined with your breadth and depth of experience and expertise in business processes and service operations to continuously improve the effectiveness, user experience, and value of processes.

You will also provide leadership, development, and management to specialized teams of highly skilled individuals ensuring customer and financial objectives are met as well as all regulatory obligations. Critical deliverables will include:

• Optimize cash flow through timely collection activity across the Telstra Business and Enterprise segments.

• Effective management of 3rd party collections agencies to maximize recovery performance.

• Work with insolvency partners to mitigate financial loss to Telstra.

• Establish effective operational controls to ensure business compliance with relevant regulatory obligations.

As a Business – Senior Lead, you draw on your breadth of knowledge, experience, and expertise in people leadership, business process delivery, and customer service to deliver against the following responsibilities:

• Plan and lead ongoing reviews of business processes and systems to ensure that Telstra’s evolving corporate objectives are met, particularly in relation to simplification, cost-effectiveness, and customer experience improvement.

• Lead cross-functional teams in the design, development, and deployment of analysis and programs of work aligned to strategic priorities and cross-organization standardization to deliver business requirements.

• Direct and manage the development of tracking and reporting frameworks aligned to the overall Telstra reporting strategy and methodology. Drive identification of ways to remove manual tracking and reporting activity through leveraging technology solutions.

• Use your expertise in one or more areas of business or customer service processes to act as a trusted advisor and leading subject matter expert to help resolve complex issues and identify opportunities for improvement. Also, provide coaching to build capability in your team and across other areas of the business.

• Design, implement, and continuously improve processes, tools, and systems to support our people to optimize their performance.

• Take initiative to proactively identify and address risks, issues, and/or improvement opportunities which improve overall financial, process, and system efficiency. This includes being sought out by others to provide input into resolving complex business problems, applying prior learnings and approaches to overcome business challenges.

• Utilize a variety of creative problem-solving methodologies that balance benefits and risks to determine a range of potential solutions to address complex problems.

• Assist in defining functional unit-specific programs of work that have a significant impact on the prioritization and delivery of function and/or cross-function objectives.

• Create a high-performing team by communicating an engaging vision, aligned to Telstra’s, and providing clarity on performance, development, and behavioral goals and expectations. Create an environment of ongoing feedback and continuous improvement to support the success of your team and ensure that their contributions are aligned with priorities.

• Manage resource allocation to prioritized work, projects, and initiatives, including recruitment and/or selection, to maintain a talent pipeline and ensure capability requirements are met with the best talent, and any resourcing issues are mitigated.

• Maintain a high level of capability in business processes and customer service, including new and emerging technologies, tools, systems, models, and processes so that you can model continuous learning and actively provide coaching and mentoring of less experienced team members.

To be successful in this role you will have a demonstrated ability to lead teams in the Collections & Recoveries domain, with a clear understanding of regulatory obligations. You will also have a strong understanding of insolvency processes and obligations. Ideally, you will have an excellent understanding of Telstra’s billing systems, contracts, pricing, plans, and constructs. As an experienced people leader, you will have a strong ability to support diverse teams through change with a focus on delivering business efficiency and effectiveness.

• Annual business plan

• Business Acumen

• Business Continuity Planning (BCP)

• Business Planning Management

• Cost saving initiatives

• Critical Thinking

• Go to market planning

• Governance risk compliance

• Influencing Change

• Long Term Planning

• Tableau

As part of your application with Telstra, you may receive communications from us on +61 440 135 548 (for job applications in Australia) and +1 (623) 400-7726 (for job applications in the Philippines and India).

When you join our team, you become part of a welcoming and inclusive community where everyone is respected, valued and celebrated. We actively seek individuals from various backgrounds, ethnicities, genders and abilities because we know that diversity not only strengthens our team but also enriches our work. We have zero tolerance for harassment of any kind, and we prioritise creating a workplace culture where everyone is safe and can thrive.

As part of the hiring process, all identified candidates will undergo a background check, and the results will play a role in the final decision regarding your application.

We work flexibly at Telstra. Talk to us about what flexibility means to you. When you apply, you can share your pronouns and / or any reasonable adjustments needed to take part equitably during the recruitment process.