Head of Collections Operations and Performance

• Lead at scale and deliver impact to drive the operations & performance of your region
• Permanent full-time role. Salaries starting from $200k+ + Benefits dependant on proven strategic leadership experience and skills
• Flexible on location nationally – genuine hybrid working model

Discover life-giving possibilities

Lifeblood is more than just a job or a career, it’s an opportunity to be part of something that matters. As an organisation, our purpose is simple: life giving donations, for life changing outcomes. Together, we want to help you build a fulfilling career with Lifeblood. 

About the role

We’re seeking an inspiring, commercially astute people leader to step into the role of Head of Collections Operations & Performance. This pivotal position holds accountability for the performance and operations of a large, geographically dispersed region.

In this role, you’ll lead from the front, ensuring collection targets are achieved while driving operational excellence across every dimension of service delivery. From customer experience and quality, to people leadership, performance, and health & safety, you’ll set the standard for what great looks like.

As both a strategic thinker and hands-on operator, you’ll shape and deliver future-focused operational strategies that build capability, strengthen performance, and embed a culture of continuous improvement. You’ll empower leaders and teams to do meaningful work, fostering engagement, accountability, and pride in delivering customer-centric outcomes.

Working closely with senior stakeholders and cross-functional partners, you’ll balance strong commercial results with high-quality service delivery, ensuring today’s performance is met while positioning the business for tomorrow’s success.

If you thrive on leading at scale, developing high-performing teams, and making a tangible impact through operational excellence, this is your opportunity to lead, influence, and leave a lasting legacy.

 Sound interesting? Here’s what we’re looking for: 

• Proven experience in leading large-scale operations in a customer-centric service delivery environment. Healthcare or retail industry experience would be highly desirable.
• Demonstrated success in driving operational performance and accountability for large dispersed teams..
• Track record of successfully implementing new ways of working in a dispersed front line customer service operation in a regulated environment or other relevant commercial consumer environment where customer is at the centre of every touchpoint
• Demonstrated high-level business acumen and strategic problem-solving skills, with the ability to develop compelling, data-driven business cases tailored for executive decision-making.
• Exceptional leadership and people management skills, especially in managing leaders of large operatonal teams
• Track record of driving continuous improvement and innovation.
• Proven ability to influence stakeholders and collaborate cross-functionally to drive strategic change
• Strategic thinker with significant experience in designing operational service delivery strategy and planning including alignment to business goals

This is a full-time, permanent role with genuine hybrid (Office/WFH) flexibility for candidates based anywhere in Australia. Lifeblood is proud to accommodate flexible working and we are open to conversations around what this means to you. 

Benefits and wellbeing  

We place our employee's well-being at the forefront and express gratitude and care for one another. As an Australian Workplace Equality Index recognised employer and one of Australia’s menopause-friendly organisations, we celebrate diversity and support all our people.

In addition to being a part of an organisation that is the heartbeat of the nation, you will have access to the following:

• Ability to purchase additional annual leave
• Access to salary packaging with an option to package up to $15,900 for living expenses and $2,650 for meals and entertainment
• 14 weeks paid parental leave - no waiting period for either parent
• Our dedicated employee assistance program - Sonder that you can access 24/7 from an app on your phone
• Plus, many more!

Is Lifeblood your reason? If you are excited by this opportunity and meet the criteria of the role apply now and discover a career filled with life-changing possibilities.

Next steps

We are a Circle Back Initiative employer and commit to respond to every applicant. You’ll hear from us with an outcome after your application has been reviewed and assessed. This can vary in time but we do aim to get back to you as soon as we can.

For further details on this position, or if you require adjustments during any stage of the recruitment process, we encourage you to reach out to Rich Wilkes via rwilkes@redcrossblood.org.au .

Please note: applications sent directly to this email address cannot be accepted

If you would like to know more about our recruitment process or to check out our FAQ's, please click here.

This vacancy is being managed directly by Lifeblood’s Talent Acquisition team. We won’t accept candidates from external recruitment agencies on this occasion.