Operations Lead - Collections BPO

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

Join Optus as an Operations Lead - Collections BPO, where you'll work closely with offshore vendor partners to drive collections operations, service delivery and operational performance. Partnering with internal stakeholders and vendor leadership teams, you'll support workforce optimisation, change initiatives and continuous improvement to deliver strong outcomes for both customers and the business.

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

• Coordinate and complete daily, weekly, and monthly collections activities across offshore vendor partners.
• Manage day-to-day vendor performance, ensuring agreed service levels, contractual obligations, and operational commitments are delivered.
• Identify and coordinate resolution of workflow, system, and process issues impacting collections performance.
• Lead regular operational governance forums with vendor partners to review service delivery, SLA performance, operational risks, and agreed action plans.

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

• Proven experience in managing collections operations in a BPO environment.
• Outstanding vendor management skills.
• Ability to successfully implement operational plans and business initiatives.
• Strong problem-solving and decision-making abilities.

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