Apply: General Manager - Agency Collections (Call Centre Operations)

Sydney or Brisbane | Sub $100m Business Unit | 550+ Staff | Executive Leadership Role

Join one of Australia’s most successful and dynamic financial services companies, listed on the ASX and operating across Australia, New Zealand, the Philippines, and the United States. With over 2,000 employees globally and a track record of sustainable, ethical growth, this business is known for delivering high-performance outcomes for its clients, while maintaining a strong commitment to regulatory compliance, innovation, and customer care.

Their operations span debt purchasing, consumer lending, and third-party collections — and they’re backed by strong financials, a market cap of over $1 billion, and a reputation as a trusted partner to some of the country’s largest banks, utilities, telcos, and government agencies.

This is your chance to lead one of their most critical divisions — the third-party collections (Agency) business — in a newly redefined, executive-level role.

The Opportunity

Reporting directly to the COO, this role is responsible for building and running a sub $100 million business unit that delivers outsourced collections services on behalf of major clients. You’ll oversee a team of 11 direct reports and lead over 550 staff across 8 call centres, working across Operations, Sales & Marketing, and Finance.

This is a true General Manager mandate — owning commercial outcomes, client relationships, operational delivery, and workforce performance.

Your remit includes:

• Leading two senior Collections Managers across multiple locations
• Acting as the key client advisor and escalation point for national partners
• Driving call centre performance, service delivery and customer outcomes
• Building scalable business processes, team structures and reporting frameworks
• Owning P&L accountability and workforce planning across a major revenue stream

Who You Are

You’re a strategic and commercial operations leader with experience in collections, BPO, contact centre operations, or a related services business. You bring a mix of people leadership, client engagement, and business management — and you’re ready to elevate a high-volume division into a structured, market-leading operation.

• Proven success leading multi-site call centre teams (ideally 300+ FTE)
• Strong understanding of third-party collections, BPO, or outsourced client delivery
• Executive-level communication skills and experience managing senior client relationships
• Commercial acumen with a track record of improving efficiency, culture, and profitability
• Comfortable owning cross-functional teams: Sales, Finance, Ops, Client Delivery

Role Highlights

• Title: General Manager – Agency Collections
• Reports to: Chief Operating Officer
• Location: Sydney or Brisbane (hybrid)
• Scope: 11 direct reports | 550+ staff | $75M business unit | 8 national sites

Why This Role?

This is a rare opportunity to take full ownership of a nationally significant division with a clear growth and transformation mandate. You’ll be part of a young, agile, and high-performing executive team and given full licence to modernise, scale, and lead from the front.

You’ll step into a business that’s thriving, forward-looking, and ready to invest in the right leadership — offering the autonomy, scale, and backing to truly make your mark.

Apply now for a confidential conversation, or reach out to learn more about this exceptional opportunity to lead at scale via email at jamest@ethosbc.com.au