Recoveries Performance Lead

Optus is an Australian telecommunications company delivering more than 11 million services to customers every day across mobile, broadband and digital solutions.

This role has an expanded scope within Optus Billing & Credit. As part of a Senior within the Recoveries team, you will help shape how Optus manages late-stage customer debt across Consumer, Business, Mid-Market and Enterprise portfolios.

Combining business analysis, data insight and operational leadership, you will improve recovery outcomes, strengthen controls and simplify the way work gets done. You will partner with internal stakeholders and third-party agencies to turn complex performance information into clear action and measurable commercial and customer outcomes.

What You’ll Do | Your day to day will consist of

• Lead performance reporting and analysis, translating portfolio, customer and vendor data into insights, recommendations and corrective actions against AOP measures such as Bad Debt Expense, debt ageing, recovery rates, arrangements, insolvency and bankruptcy outcomes.
• Manage and improve third-party agency performance across cash collections, service levels, quality, compliance and commercial outcomes, using insight to support debt allocation, reallocation, debt sale and buyback decisions.
• Design and deliver recovery strategy and process improvements that balance cash recovery, efficiency, compliance and customer experience, including appropriate support for customers experiencing financial hardship.
• Lead automation and system improvement opportunities end-to-end, from discovery, design and build through to testing, deployment, monitoring, governance, documentation and adoption. This includes supporting business requirements, UAT, BRT, access reviews and system integrity.
• Partner with Billing & Credit, Finance, Legal, Procurement, Technology, Enterprise teams and external providers, while supporting the Recoveries Manager with team coordination, capability development, enterprise insolvency matters and process governance.

What You Bring | What makes you perfect for the role?

• Experience in credit management, collections, recoveries, business analysis, performance reporting or a related operational analytics environment.
• Strong analytical and commercial capability, with the confidence to investigate complex data, test hypotheses, identify trends and explain what the numbers mean.
• Experience turning analysis into clear recommendations, decisions and measurable business improvement, with strong stakeholder and vendor management skills.
• A proactive approach to identifying risks, improving controls and delivering practical solutions in a changing environment.
• Excellent communication skills, with a customer-first mindset and an understanding of compliance, governance and responsible collections practices.
• Experience delivering or supporting automation and workflow improvements is preferred, along with exposure to SQL, Power BI, advanced Excel, relational databases, data mining or statistical modelling.

The good stuff…. | What’s in it for you?

•  Competitive remuneration, plus $80 monthly credit, 25% off Optus products and exclusive shopping discounts with our retail partners — making everyday life a little more affordable. Genuine Flexibility - work three days in the office, two days from wherever works best for you.

• Great leave policies, including additional 'Connected’ days to focus on culture, family, health, community, or whatever matters most to you.
• Inclusive, carer-neutral paid Parental Leave of up to 16 weeks, because family comes first.
• Build meaningful connections through colleague-led networks and diversity initiatives including Culture Connect, Elevate Women, Disability Network and Express Yourself (LGBTQIA+).
• Your wellbeing matters, so we offer free counselling and support services, available 24/7 in-person, by phone, SMS, or video.

Not every box ticked? Apply anyway. We believe the right approach matters more than a perfect CV. We’ll back you to grow from there!

At Optus, we are strengthened by others and that means valuing diversity and saying ‘yes’ to embracing individual differences. We are committed to ensuring that our application process provides an equal employment opportunity to all job seekers, including individuals from diverse gender, cultural and linguistic backgrounds, individuals with a disability, individuals identifying as being part of the LGBTQIA+ community, individuals who may have served in the armed forces or who identify as Aboriginal and/or Torres Strait Islander. We also want to do our best to make our recruitment process inclusive. If you require any adjustments or accessibility support to participate fairly and equitably in the recruitment process, please email AccessibleRecruitment@optus.com.au or call 1800 309 170. We're here to help.

For more information on Diversity, Inclusion & Belonging at Optus, please visit https://www.optus.com.au/about/inclusion-diversity