General Manager – Customer Operations & Collections needed at Happy Pay

About the Role

• We are appointing a General Manager: Customer Operations & Collections to transform, scale, and professionalise Happy Pay’s customer service and debt collections function.
• An operations team already exists, with early systems and processes in place. This role is about taking that foundation and turning it into a scalable, KPI-driven operation capable of supporting a fast-growing BNPL credit book.
• This is a hands-on leadership role for someone who thrives in unstructured, high-growth environments — a leader who can design systems, implement tools, set performance standards, and coach teams while the business is moving quickly.
• You will own the evolution of the customer service and debt collections function as Happy Pay grows through 2026 and beyond.

What You’ll Do

Transform & Scale the Collections Function

• Lead the end-to-end transformation of Happy Pay’s debt collections operation in line with rapid growth of the credit book.
• Design and implement a scalable collections operating model, covering early-stage, late-stage, and customer support interactions.
• Introduce structure, governance, and repeatability into an evolving startup environment.

Systems, Tooling & Automation

• Assess existing systems and lead the implementation of fit-for-purpose collections and customer service tools (CRM, diallers, workflow, payments, reporting).
• Work closely with Product and Technology teams to prioritise and deliver operational tooling.
• Build supporting training materials and user guides for systems and processes.

KPI-Driven Performance Management

• Define, implement, and own KPIs and performance frameworks across customer service and collections.
• Build reporting packs and insights for senior leadership and executives, including portfolio performance, customer outcomes, and operational efficiency.
• Use data to drive continuous improvement, resourcing decisions, and strategy.

Debt Book & Call Centre Management

• Own operational oversight of the BNPL debt book, ensuring sustainable performance and fair customer outcomes.
• Lead and coach call centre agents and customer experience teams, setting clear expectations and performance standards.
• Establish QA, coaching, and feedback loops to improve agent effectiveness and customer interactions.

Training, Coaching & Capability Building

• Design and implement training frameworks for collections and customer service teams, including onboarding and ongoing development.
• Coach team leaders and agents to operate effectively within new systems and performance expectations.
• Build leadership capability within the team as the operation scales.

Leadership & Stakeholder Engagement

• Report regularly to senior leadership and executives on performance, risks, and opportunities.
• Partner closely with Risk, Compliance, Finance, Product, and Technology teams.
• Act as the senior operational owner for customer service and collections as Happy Pay scales.

Requirements

What We’re Looking For

• 5+ years’ experience in collections, customer operations, call centre management, or credit operations
• Proven experience building, transforming, or scaling collections or customer service operations
• Strong hands-on experience with debt book management and call centre environments
• Demonstrated ability to implement systems, tooling, and reporting frameworks
• Experience setting and managing KPI-driven operations
• Comfortable operating in fast-moving, unstructured startup environments

Advantageous

• Experience in BNPL, fintech, unsecured lending, or retail credit
• Exposure to modern collections trends, digital channels, and automation
• Experience leading teams through periods of rapid growth and change

What You’re Like

• Scrappy, practical, and execution-focused
• Comfortable building while running
• Structured thinker who brings clarity to ambiguity
• Confident leading frontline teams and senior stakeholders
• Motivated by impact, not titles
• Calm under pressure and commercially minded