Operations Manager Debt Collection

Coface

Sydney, NSW, Australia Hybrid permanent

Posted: May 4, 2026

Quick Summary

We are looking for an Operations Manager to join our team to oversee a complex operation in Sydney, Australia. The successful candidate will be responsible for managing a team of experts and ensuring the efficient trade of goods and services. Key skills required include strong communication and negotiation skills, excellent problem-solving abilities.

Job Description

At Coface we make trade happen everyday 

Our 5,200 experts representing 80+ nationalities in 58 countries are united by a shared purpose: helping companies navigate through uncertainty by empowering them to make the right decisions and trade smarter in a complex world.

With nearly 80 years of global experience, we offer companies a full range of solutions: Trade Credit Insurance, Business Information, Debt Collection, Single Risk insurance, Surety Bonds, Factoring — all driven by a unique data patrimony, cutting-edge technology, innovation and a deep understanding of the global economy.

Joining Coface means being part of a close-knit international organization, where your ideas matter.  We foster a culture of learning, collaboration and inclusion where you are given responsibilities and can see the impact of your actions.

Shape the future of trade with us. Join our Happeners!

MISSION :

The Operation Manager - B2B debt Collection is responsible to oversee, develop, and execute the end-to-end operational strategy and processes for B2B debt collection, ensuring efficient recoveries, strong client outcomes, and compliant, scalable operations.

MAIN RESPONSIBILITIES:

Operational Strategy & Execution

• Own and execute the collections operational strategy, aligning people, process, and systems to recovery and client outcomes
• Translate strategic objectives into day-to-day operational plans and workflows
• Drive continuous improvement across collections processes, automation, and controls

Collections Operations Management

• Manage the collections system(s), including configuration, workflow optimisation, and reporting
• Oversee the allocation and management of debt loads across portfolios, teams, and queues
• Design, initiate, and manage structured dunning strategies across the customer lifecycle
• Manage and prioritise collection queues to maximise recovery rates and operational efficiency

Performance Management & Optimisation

• Monitor operational performance against KPIs, SLAs, and client requirements
• Analyse recovery performance, cycle times, and cost drivers to identify improvement opportunities
• Implement process improvements to enhance productivity, quality, and scalability

Workforce Planning & Capability

• Lead workforce planning to ensure appropriate resourcing aligned to portfolio volumes and complexity
• Set operational targets and support team leaders in performance management and coaching
• Ensure operational capability keeps pace with growth and client demand

Quality Assurance, Risk & Compliance

• Own quality assurance frameworks to ensure consistent, compliant, and high-quality collections activity
• Ensure adherence to all relevant regulatory, legal, and client-specific compliance requirements
• Identify and mitigate operational, compliance, and reputational risks

Client & Stakeholder Outcomes

• Support strong client outcomes through reliable, transparent, and effective collections operations
• Partner with client-facing teams to ensure operational delivery meets client expectations
• Manage and maintain relationships with external law firm partners, overseeing the referral, progression, and performance of legal debt matters to ensure optimal recovery outcomes, cost control, and compliance.

• Proven experience in B2B debt collection or credit operations at an operational management level
• Strong understanding of collections systems, workflows, and dunning strategies
• Demonstrated ability to drive operational performance and continuous improvement
• Experience with workforce planning, QA frameworks, and regulatory compliance
• Commercial mindset with a focus on efficiency, outcomes, and client value

• Hybrid working model after the first month
• Great place to work: central and modern office 
• Opportunities to learn: budget every year for training, languages platform, e-learning platform, dedicated development program…
• Career opportunities: Opportunity to build your career (both locally and internationally) in a large global company, one of the world leaders in its field

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