Head of Tracing and Field Preparation

The Company…..
SB Recruitment is partnering with a growing debt recovery business known for doing collections differently: ethical, compassionate and solutions focused. As volumes grow, they are investing in the people, processes and technology behind their Australian field operations and need an experienced skip tracing leader to take ownership of the function.
This is a newly created role and a genuine opportunity to build a function, develop a team and shape how tracing drives field performance across Australia.

The Job…..
You will lead the team responsible for investigating and qualifying files before they reach field agents. Thousands of files need assessing before a visit is worthwhile: is the address current, is the customer contactable, is the information reliable, and is a field visit the right next step?
That takes more than administration. It takes investigative thinking, strong skip tracing knowledge and the judgement to choose the right tools and techniques. You will inherit a team across Sydney, Melbourne, Brisbane and Perth and develop them from processing files into a capable tracing team that questions information and digs deeper.
You will:

• Own the skip tracing and field preparation strategy across Australia
• Coach the team in effective tracing techniques and lift the quality of file investigations
• Work with the broader leadership team on strategic initiatives
• Set clear standards for how files are investigated, qualified and prioritised
• Get more from tracing, bureau and matching tools, including Equifax, and build the business case for new ones
• Prioritise large volumes of files by workability, urgency, value and potential return
• Identify automation opportunities while protecting the quality of investigation
• Design better workflows, workload planning, rostering and reporting, and use data to measure the impact on field productivity and recoveries
• Bring a strong tracing voice to senior leadership and work closely with state and collections leaders

As the business grows, the role has scope to expand into broader leadership of the Australian field operation.

You…..
You bring significant hands on skip tracing experience. You know what effective tracing looks like because you have done it, and you can turn that expertise into a repeatable process that teaches others to become stronger investigators.
You will have:

• A strong skip tracing background in collections, debt recovery, credit or a closely related environment
• In depth knowledge of tracing methods, databases, bureau information and matching tools
• Leadership experience in a high volume environment, including leading teams across multiple locations
• A track record of improving processes and performance, with the analytical skills to prioritise workloads using data
• The stakeholder skills, commercial judgement and resilience to influence senior leaders and defend your decisions

This will particularly appeal to an experienced tracing or collections professional ready to move beyond day to day management and own how an entire function operates.

The Benefits…..

• Newly created national role with high visibility to senior leadership
• Scope to introduce new technology, automation and tracing tools
• Established operations across Australia and New Zealand, with regular interstate and NZ travel
• Homebush location, five days per week, with free onsite parking

How to apply…..
If you have built your career in skip tracing and are ready to apply that expertise at a more strategic level, we would love to hear from you. Apply via the link or contact Jenny or Sarah on 02 9002 5000 for a confidential conversation.