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Who are we? IPF Digital is a Financial Services company, part of IPF Group, and trades as Creditea in México and Credit24 in Australia. We provide consumer loans, and our mission is to make life easier by offering simple and personalized financial solutions. Our organizational purpose is to build a better world through financial inclusion, and we see the role Collections Team Leader as being critical in shaping and preserving our organizational culture that is centred around our purpose. At IPF Digital, we are committed to promoting strategies that help us maintain a balance between our personal and work lives, where each of our employees feels motivated and is reflected in business results. You'll join a highly engaged team ready to help you make your adaptation very easy and simple, and together achieve goals. The role Reporting to the Credit Risk Manager (with a functional reporting line to the Regional Collections Manager), the Collections Team Leader will lead and develop a team of Collections Specialists to deliver agreed collections outcomes. The role is responsible for the operational end-to-end management and control of the Collections process, covering Pre-Reminder, Reminder (0-64 DPD) and Collections stage (72+ DPD). Debt sale processes are excluded from this role's responsibility. The responsibilities · Own and manage the end-to-end Collections process, including Pre-Reminder, Reminder (0-64 DPD) and Collections stage (72+ DPD), ensuring effective daily operation, task allocation and delivery against agreed collections targets such as POT, regularisation, roll rates, flow-forward and cash collected. · Maintain and monitor collections procedures, controls, policies and manuals, ensuring compliance, customer treatment standards, accurate records, audit readiness and timely corrective actions where control gaps or risks are identified. · Prepare, review and present daily and weekly collections reports for the team, including contact rates, productivity, quality, customer outcomes and portfolio trends; analyse results, identify issues and initiate data-driven process, system or strategy improvements where required. · Lead, coach and develop Collections Specialists through training, mentoring, quality reviews, one-to-one meetings, performance management, knowledge sharing and implementation of motivational or incentive schemes to improve team engagement and performance. · Ensure customers experiencing payment difficulties are handled with sensitivity and tact, acting as an escalation point for complex cases and supporting day-to-day collections activity where needed, including dialler activity, manual calls and payment arrangements. · Manage team capacity, attendance, coverage and FTE/budget inputs to ensure business continuity and efficient delivery of monthly targets. · Manage relationships and documentation requirements with external collections partners, outsourced reminder partners and system providers, and support new collections projects from testing through implementation and execution. · Perform other duties within the scope and responsibilities of the role, as directed by the Regional Collections Manager or Operations Manager. Qualifications · Accreditation or certification in a Finance-related area · Financial Services diploma/Finance degree (highly desirable) · Fluent English (Business-level proficiency) Knowledge · A sound understanding of debt collection and associated legal obligations · An understanding of the Bankruptcy Act; The National Consumer Credit Code (NCCP), The Debt Collection Guidelines; The Privacy Act and The Code of Banking Practice Skills: · Superb phone manners · Be self-motivated and commercially minded · High attention to detail · Be methodical in your approach · Be results focused · Have high personal energy and enjoy a lively environment · Demonstrated ability to