Operations Lead - Collections BPO

Location: Melbourne, VIC, Australia; hybrid schedule with three office days and two days working from wherever works best

Company

hirify.global is an Australian telecommunications company providing mobile, broadband, and digital services to more than 11 million customers.

What you will do

• Coordinate daily, weekly, and monthly collections activities across offshore BPO vendor partners.
• Manage vendor performance against service levels, contractual obligations, and operational commitments.
• Identify and coordinate resolution of workflow, system, and process issues affecting collections performance.
• Lead operational governance forums covering service delivery, SLA performance, operational risks, and action plans.
• Support workforce optimisation, change initiatives, and continuous improvement with internal stakeholders and vendor leadership.

Requirements

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

Culture & Benefits

• Full-time hybrid work with three office days and two flexible work-location days.
• Competitive remuneration, a monthly credit, discounts on hirify.global products, and retail partner discounts.
• Additional Connected leave days and up to 16 weeks of inclusive, carer-neutral paid parental leave.
• Colleague-led diversity and inclusion networks.
• Free 24/7 counselling and wellbeing support by phone, SMS, video, or in person.