HEAD: INSIGHTS & CLIENT ENABLEMENT

SUMMARY:
Are you a strategic analytics leader with deep collections experience and a passion for turning data into commercial outcomes? This is a rare opportunity to lead an enterprise-wide Insights & Client Enablement function, driving AI-enabled analytics, operational performance, client strategy, and continuous improvement at a senior executive level.

An established industry leader within the business process outsourcing and collections environment is seeking a Head: Insights & Client Enablement to drive strategic decision-making through data, analytics, performance optimisation, and client engagement.
Reporting directly to the Chief Operating Officer, this high-impact leadership role sits at the intersection of collections strategy, business intelligence, operational excellence, quality management, and client enablement. You will be responsible for transforming complex operational and performance data into actionable insights that drive client outcomes, revenue growth, and operational efficiency.
The successful candidate will lead AI-enabled performance analytics, executive reporting, workforce optimisation, client scorecards, governance frameworks, and strategic interventions across the full collections lifecycle. You will engage directly with C-Suite executives, operational leaders, and key clients while driving innovation through automation and predictive analytics.
This opportunity offers the chance to influence executive decision-making, lead a strategic function, and play a pivotal role in shaping the future of analytics, performance management, and client success within a dynamic, data-driven organisation.

POSITION INFO:
Key Responsibilities: Lead the Insights & Client Enablement function, providing strategic direction across analytics, reporting, quality, and operational performance. Drive AI-enabled predictive analytics, business intelligence, and executive reporting capabilities. Develop and optimise client scorecards, performance frameworks, and commercial interventions. Lead workforce optimisation and quality assurance initiatives to improve operational outcomes. Build strong relationships with executive stakeholders and key clients, translating complex data into actionable business recommendations. Drive reporting automation, governance standards, and continuous improvement initiatives. Utilize analytics to identify performance opportunities across the collections lifecycle from pre-delinquency through to recoveries. Lead and develop high-performing analytics and client enablement teams. Job Experience and Skills Required: Bachelor's Degree in Business Administration, Credit Management, Collections, Risk Management, Analytics, Strategy, or a related field. Minimum 8 years' experience within Collections Strategy, Business Intelligence, Operational Analytics, Performance Management, or a similar environment. Minimum 3 years' experience at Senior Management, Head of Department, or equivalent leadership level. Proven experience engaging with C-Suite stakeholders and presenting strategic insights to executive audiences and clients. Strong exposure to AI, automation, predictive analytics, business intelligence, and reporting solutions. Experience leading quality assurance frameworks and workforce optimisation initiatives. Strong understanding of collections campaigns, dialler strategies, operational reporting, and client scorecards. Essential exposure across the full credit lifecycle, including pre-delinquency, collections, recoveries, and rehabilitation. Strong commercial acumen, strategic thinking, stakeholder management, and data storytelling capabilities. Advanced experience using business intelligence and analytics tools.