Operations Manager Debt Collection

Title: Operations Manager Debt Collection

Location: Sydney Australia

Work Type: Hybrid, Full Time

Job Description:

At Coface we make trade happen everyday

Our 5,200 experts representing 80+ nationalities in 58 countries are united by a shared purpose: helping companies navigate through uncertainty by empowering them to make the right decisions and trade smarter in a complex world.

With nearly 80 years of global experience, we offer companies a full range of solutions: Trade Credit Insurance, Business Information, Debt Collection, Single Risk insurance, Surety Bonds, Factoring - all driven by a unique data patrimony, cutting-edge technology, innovation and a deep understanding of the global economy.

Joining Coface means being part of a close-knit international organization, where your ideas matter. We foster a culture of learning, collaboration and inclusion where you are given responsibilities and can see the impact of your actions.

Shape the future of trade with us. Join our Happeners!

Job Description

MISSION :

The Operation Manager - B2B debt Collection is responsible to oversee, develop, and execute the end-to-end operational strategy and processes for B2B debt collection, ensuring efficient recoveries, strong client outcomes, and compliant, scalable operations.

MAIN RESPONSIBILITIES:

Operational Strategy & Execution

• Own and execute the collections operational strategy, aligning people, process, and systems to recovery and client outcomes
• Translate strategic objectives into day-to-day operational plans and workflows
• Drive continuous improvement across collections processes, automation, and controls

Collections Operations Management

• Manage the collections system(s), including configuration, workflow optimisation, and reporting
• Oversee the allocation and management of debt loads across portfolios, teams, and queues
• Design, initiate, and manage structured dunning strategies across the customer lifecycle
• Manage and prioritise collection queues to maximise recovery rates and operational efficiency

Performance Management & Optimisation

• Monitor operational performance against KPIs, SLAs, and client requirements
• Analyse recovery performance, cycle times, and cost drivers to identify improvement opportunities
• Implement process improvements to enhance productivity, quality, and scalability

Workforce Planning & Capability

• Lead workforce planning to ensure appropriate resourcing aligned to portfolio volumes and complexity
• Set operational targets and support team leaders in performance management and coaching
• Ensure operational capability keeps pace with growth and client demand

Quality Assurance, Risk & Compliance

• Own quality assurance frameworks to ensure consistent, compliant, and high-quality collections activity
• Ensure adherence to all relevant regulatory, legal, and client-specific compliance requirements
• Identify and mitigate operational, compliance, and reputational risks

Client & Stakeholder Outcomes

• Support strong client outcomes through reliable, transparent, and effective collections operations
• Partner with client-facing teams to ensure operational delivery meets client expectations
• Manage and maintain relationships with external law firm partners, overseeing the referral, progression, and performance of legal debt matters to ensure optimal recovery outcomes, cost control, and compliance.

Qualifications

• Proven experience in B2B debt collection or credit operations at an operational management level
• Strong understanding of collections systems, workflows, and dunning strategies
• Demonstrated ability to drive operational performance and continuous improvement
• Experience with workforce planning, QA frameworks, and regulatory compliance
• Commercial mindset with a focus on efficiency, outcomes, and client value

Additional Information

• Hybrid working model after the first month
• Great place to work: central and modern office
• Opportunities to learn: budget every year for training, languages platform, e-learning platform, dedicated development program…
• Career opportunities: Opportunity to build your career (both locally and internationally) in a large global company, one of the world leaders in its field