Description If you live in Australia or New Zealand, you’ve likely heard of AMP. But at a time when society is changing, we are too. We’re now a nimbler business with new leadership and thinking. For us, these are exciting times. There’s a real potential for big thinkers to help us redefine what financial services could be. And turn our legacy into something even more positive and powerful for the future. Help people create their tomorrow, while you create yours We help people with their banking, super, retirement and finances. Through upturns, downturns, recessions, and major life transitions. Every day, we help people see and make more of their financial potential, so that they can create their tomorrow. And we’ve been doing it for over 170 years. If we do our job well, we genuinely add to the prosperity of our country and its people. How you’ll make an impact The primary responsibility of the Senior Manager, Customer Financial Solutions, is to actively manage the arrears management and financial hardship functions, to assist existing customers who may be experiencing difficulty in repaying their loan. This role needs to effectively lead, motivate, coach and develop their team, creating a customer centric and high-performance culture. This role must also support the development of the offshore collections team, whilst also sharing accountability for their performance and customer experience. Main Focus Areas; Operational Excellence & Continuous Improvement Champion the design and evolution of seamless processes that support customers in arrears or hardship across phone, digital, and paper channels. Drive improvements by analysing escalations and incidents, and foster a team culture that thrives on innovation and continuous enhancement Resource Optimization Strategically manage both onshore and offshore teams to ensure optimal service delivery. Leverage deep insights into team capabilities to align resources, skillsets, and training with business needs—ensuring consistent quality, productivity, and customer satisfaction Strategic Leadership Shape and execute strategies that enhance operational efficiency and financial performance across arrears management and hardship support functions. Be a catalyst for change and innovation Stakeholder & Vendor Engagement Build strong, collaborative relationships with internal and external partners—including Operations, Genpact, Risk, and other AMP divisions. Ensure service excellence through proactive communication, feedback loops, and negotiation where needed Project Delivery & Change Management Lead the successful rollout of strategic initiatives with clear communication and training plans. Promote a culture of adaptability and continuous improvement to elevate both team performance and customer experience Risk & Compliance Embed robust risk management practices across the team. Monitor and assure key controls to safeguard operations and uphold AMP’s standards Customer Experience Ensure timely and accurate task completion while nurturing a customer-first mindset. Deliver outstanding service across all channels, ensuring positive outcomes in every interaction Performance Reporting Deliver insightful reports on team performance, volumes, and outcomes—providing visibility into progress against targets and identifying opportunities for improvement Financial Stewardship Drive cost efficiency and develop strategies to minimize financial exposure from long-term provisioning, contributing to AMP’s sustainable growth Third-Party Partner Oversight Ensure high-quality, timely service delivery from third-party collection partners through proactive support and performance monitoring What you will bring to the team Ideally, you will bring the following experiences to this role: 10 years experience in leading teams across the banking and financial services industry, with demonstrated success at developing and executing operational frameworks in a blended, complex environment, driving high performance cultures and customer-based outcomes. 5 years Arrears Management and Financial Hardship experience 5 years experience managing 3rd party partner relationships and performance Demonstrated cost centre ownership and budgeting experience Demonstrated experience in delivering organisational financial benefits Proven understanding and ability in developing and executing end to end operating models, with demonstrated high performance outcomes Ownership of customer, ability to connect with our customers through NPS and customer complaint management. Proven ability to meet business and financial goals Proven ability to initiate and successfully execute change, resulting in improved customer experience and business outcomes Proven ability to recruit, coach, motivate and influence team members in a technical environment and/or through period of change Tertiary qualifications in business and/or finance You’ll thrive here if… If you can adapt from BAU to the ambiguous with ease, you’ll do well here. Change is never easy, so bring your commitment, grit and growth mindset. Because we run lean, you’ll be expected to jump in and deliver across a variety of areas. Meaning, you’ll be closer to the action and executive decisions that influence where we go next. If you’re someone that can hold their own, you’ll find AMP quite liberating. Why we think you’ll love working at AMP Doing what we’ve always done is not an option, so your clever ideas will get airtime here. You’ll be encouraged to speak up and try new things. If they don’t work, we move on – better for it. We know there’s no one way of doing things. So, you won’t have to sacrifice who you are or how you work to fit in here. We’re inclusive and flexible in many of the ways you’d expect. And in some of the ways you wouldn’t. As long as your health and wellbeing come first - at home and at work. In fact, most of what makes AMP such a welcoming, enjoyable place to work are our people. Wherever you go, you’ll find moments to connect, feel valued and do meaningful work. Whether it’s through our first-class leaders who are invested in you and your success. Through year-round opportunities to volunteer, fundraise and give back to the community. Or in the everyday challenges you face as we work together to strengthen this great organisation. Challenges that will stretch you, amplify your potential and compound the impact you have. We believe in the power of inclusion and diversity We’re dedicated to fostering inclusion, diversity, and a warm feeling of belonging at AMP. It sparks creativity, ignites innovation, and turns up the dial on the quality of our decisions and performance. This not only makes our workplace more engaged, but also leads to better connections with our customers. We're your allies in the search for the perfect fit - when you apply, let us know how we can support you to put your best self forward during our selection process. We're also committed to enhancing employment opportunities for Aboriginal and Torres Strait Islander people, so we enthusiastically encourage candidates from these backgrounds to apply and explore our Reconciliation Plan on our website. Ready to create your tomorrow? If you’re someone who sees opportunity where others see challenge, come and work with us in smart, progressive ways as we transform an iconic Australian brand for the future. And, through a series of career-defining moments, create your own tomorrow. Don’t procrastinate! We review applications when we get them, and if we discover the ideal candidate, we may close the role earlier than the advertised close date. Looking forward to meeting you.
