Collections Lead (m/w/d)

Job Description

We're Momentum Energy - a power company owned by Hydro Tasmania, Australia's largest generator of renewable energy. We're on a mission to make energy simpler, and more human for customers. And it starts with our people: as we grow, we're nurturing a culture of belonging, where diverse views and experiences are embraced and everyone is valued and respected. We encourage applications from qualified candidates of all ages, cultural backgrounds, abilities, genders and sexual orientations and are happy to adjust our recruitment processes, even in ways we may not have thought of before. Please reach out to us about any adjustments or support you may require.

About the role

The Collections Lead is accountable for the day-to-day leadership, performance and continuous improvement of Momentum's collections operations. The role drives strong operational outcomes across arrears management, debt recovery, hardship pathways and collections administration, balancing commercial recovery, customer experience and regulatory obligations. It translates collections strategy into clear execution, ensures consistent application of policies and controls, and builds capable, disciplined teams that deliver results.

This role exists to create clear operational ownership and leadership depth between the Head of Cash, Credit and Collections and frontline teams, ensuring collections activity is stable, effective, compliant and continually improving - particularly during periods of operational pressure or change.

• Collections performance and delivery: Lead the end-to-end operational performance of collections activities across early arrears, late stage collections and complex cases.
• Leadership of collections teams: Provide strong, visible leadership to Collections Teams, setting clear expectations, priorities and performance standards.
• Continuous improvement and operational discipline: Drive continuous improvement in collections processes, controls and ways of working, with a strong focus on practical, frontline led improvements.
• Complex cases, hardship and risk management: Provide oversight and guidance on complex, sensitive or high-risk collections cases, including hardship, complaints, escalations and potential regulatory exposure.
• Controls, compliance and quality: Ensure collections activity complies with energy rules, hardship obligations, consumer protections, privacy and internal policies.
• Stakeholder collaboration: Work closely with Billing, Customer Operations, Finance, Technology and Data teams to resolve issues impacting collections outcomes.

About you and your experience

• Proven experience leading collections or debt recovery operations in a regulated, customer-facing environment.
• Demonstrated ability to drive operational performance, improve outcomes and lift team capability.
• Experience managing complex cases, hardship scenarios and sensitive customer interactions.
• Strong track record of leading teams through change, operational pressure or backlog recovery. Knowledge, skills and abilities
• Strong understanding of collections practices, arrears management and hardship frameworks.
• Sound judgement in balancing customer outcomes, compliance and commercial recovery.
• Practical continuous improvement mindset, with the ability to turn insight into action.
• Confident people leader with the ability to coach, challenge and support leaders and teams.
• Clear, disciplined communication skills, particularly in operational decision-making and escalation.
• Comfortable working with data and performance metrics to drive focus and accountability.

Further information can be found on the attached Position Description: FINAL - MOM - Collections Lead - March 2026.pdf

What's in it for you?

You'll work in an incredibly fun and rewarding business that genuinely values its people and customers.

We are super proud of where we work, our workplace and work culture. We pride ourselves on balancing work and home life and offer a truly flexible work environment, a competitive remuneration package, and the opportunity to play a role in Australia's renewable energy transformation.

Interested but not sure if you tick enough boxes? At Momentum, we believe in the power of unique backgrounds and skillsets. And really, box-ticking is overrated. So even if you feel you don't meet all the requirements listed, we strongly encourage you to apply.

For any recruitment enquiries or for any accessibility or workplace adjustment enquires including alternative ways to apply please contact us at [email protected] or +61 402 681 632.