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Lead – Performance & Strategy Offshore
About the company
Recoveries Corporation Holdings Pty Limited is a well‑established leader in the debt collection and insurance claims recovery industry with over 30 years’ experience. Through our subsidiary RCL Services, we support operations across Australia, New Zealand, South Africa and Manila by delivering strong performance outcomes through innovation, analytics and operational excellence
About the role
We are seeking for a 3‑month secondment into the role of Lead - Strategy & Performance Offshore within the Corporate Services function.
Reporting to the Manager - Operational Strategy & Performance, this role will support onshore and offshore teams by driving strategic insight, improving customer contact performance, and strengthening revenue outcomes through data‑driven decision making. This secondment is ideal for employees looking to gain exposure to strategic analysis, performance leadership, and enterprise‑level operations.
Key responsibilities:
- Analyse, recommend and implement data‑driven strategies and customer contact treatments that directly improve revenue outcomes
- Lead the strategic use of the automated dialler and omni‑channel contact platforms to enhance recovery rates
- Monitor and improve contact rates, productivity and campaign effectiveness across business units
- Develop and maintain real‑time alerts, dashboards and contact channel methodologies
- Provide actionable insights and recommendations to Team Leaders, Operations Managers and Business Unit Heads
- Identify operator capability gaps and recommend targeted training to optimise outcomes and FTE utilisation
- Oversee campaign quality, timelines and delivery, ensuring projects are completed within set parameters
- Design new campaign strategies based on historical performance and viability analysis
- Coordinate with vendors and service providers, including UAT and system enhancements
- Ensure adherence to all legislative and regulatory requirements relating to customer contact and collections
To be successful in this role, you will require:
- Post‑secondary qualification in a relevant field (desirable)
- Extensive knowledge of recoveries operations, collections systems and performance drivers
- Strong understanding of dialler operations and contact centre best practice
- Advanced capability in Microsoft Office and reporting/analytics tools
- Proven ability to translate large data sets into clear, commercial insights
- Strong planning, organisation and stakeholder engagement skills
- High attention to detail with a commitment to excellence and compliance
- Excellent written and verbal communication skills
- A proactive, resilient and “can‑do” mindset
- Ability to perform in a fast‑paced, dynamic environment
At RCL Services, we value our people and actively celebrate diversity. We are committed to inclusive and equal employment opportunities and strongly encourage applications from culturally diverse backgrounds, people with disabilities, and members of the LGBTQI+ community.
This is an opportunity to step into a strategic, high‑impact role within a growing offshore operation that genuinely influences business outcomes.
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