Who we are At ACL Group, we’re not your typical finance company. We are pioneers in the world of non-traditional car finance, helping people who may not fit the typical lending criteria get the financial support they need. We work with a variety of customers, from those with a great credit history to those who have struggled to secure finance with mainstream lenders. What sets us apart? It’s our customer-first approach, our highly skilled team, and our commitment to integrity in everything we do. We believe in doing things the right way — by following industry standards, adhering to best practices, and always putting our customers’ needs at the forefront. The role Reporting to the Chief Financial Officer, the Head of Portfolio Management is a senior leadership role responsible for the health, performance, and strategic direction of ACL Group’s secured auto loan portfolio. You will lead a team across collections, customer relations, and recoveries, and work closely with the executive team to develop and implement strategies that balance credit risk, customer outcomes, and business performance. This is a broad, commercially focused role that combines operational oversight with strategic thinking. Day-to-day you’ll be across: Owning end-to-end portfolio performance, including arrears management, loss mitigation, recoveries, and hardship, with accountability for key portfolio KPIs Leading and developing the Customer Relations and Collections teams through visible, hands-on leadership, structured coaching, regular performance conversations, file and call reviews, mentoring, and clear accountability for individual and team outcomes Establish clear operating rhythms for the team, including regular one-on-ones, case reviews, performance check-ins, workflow reviews and structured team coaching. Develop team capability through practical mentoring, call and file reviews, feedback sessions, training plans and clear performance expectations. Work directly with team members on complex arrears, hardship, dispute, repossession or recovery matters to ensure the right commercial, compliance and customer outcome is achieved. Create consistency in how the team manages customer contact, arrears treatment, hardship assessment, dispute resolution, external agent instructions and recovery decisions. Identify skill gaps within the team and implement practical training, process improvements and coaching plans to lift performance. About you You’re a seasoned leader who knows the consumer lending landscape inside out. You are not someone who manages only from reports or dashboards. You are comfortable getting into the detail, understanding individual matters, coaching team members through live issues, and creating structure where it is needed. You know how to balance commercial outcomes, customer fairness, compliance obligations and team development. Ideally you’ll bring: 7 years of experience in collections, credit risk, or portfolio management within consumer lending, auto finance, or a comparably regulated financial services environment Deep knowledge of the end-to-end debt lifecycle, from early arrears through to legal recoveries, repossessions, and write-off Strong understanding of the regulatory environment governing consumer credit and debt collection in Australia, including the NCCP Act, Debt Collection Guidelines, AFCA, RG 271, and the Privacy Act Experience working with external legal and commercial agents to manage legal recoveries and enforcement activity A hands-on leadership style, with a willingness to work directly with the team on complex customer, arrears, hardship, dispute and recovery matters. Demonstrated experience developing team capability through structured coaching, mentoring, training, performance conversations and practical feedback. Experience creating operating rhythms for collections or customer relations teams, including case reviews, workflow management, call/file reviews and performance reporting. The ability to identify capability gaps and implement practical coaching or training plans to improve consistency, confidence and performance. Strong judgement in knowing when to support, when to escalate, and when to hold team members accountable. What We Offer We’re all about helping you grow both personally and professionally: Career Growth: We believe in promoting from within. You’ll have plenty of opportunities to advance in your career and develop new skills through mentorship programs and internal promotions. Supportive Work Environment: You’ll be part of a close-knit team where your ideas and contributions are truly valued. Education Support: We offer study assistance and training programs to help you reach your full potential.
