Head of Credit

2 weeks ago

Melbourne, Victoria, Australia Origin Energy Full time
Senior leadership position in our Consumer & Property team

  • High profile, business critical role
  • Melbourne based

Working for us


At Origin we have a strong purpose and values that challenge us to find the answers to the big energy questions.

Every person that works with us helps us reach that goal. If you bring good energy to Origin, you'll get it in return. A challenging career. An exciting industry. And the support to grow and explore your potential.

About the role


Working as a senior leader in the Consumer & Property team, you'll be at the heart of everything we do, with your primary responsibility to deliver exceptional customer experiences working with our customers and leading teams of our people.


This role is an integral part of the business, managing the Retail debt book and leading credit strategy and operations teams in driving collections outcomes and market-leading bad and doubtful debts performance.

It requires strong commercial acumen, a deep understanding of the consumer base, customer behaviour, the competitive market, and regulatory requirements, as well as a data-driven, analytical approach, and compliance mindset.

Key responsibilities include;

  • Lead the development of credit and collections strategy
  • Lead the operational execution of the credit and collections strategy, including direct management of Energy Credit Specialists responsible for collecting complex aged debt
  • Prioritising internal resources to maximise results across internal/external activities to maximise value opportunities across all products and segments
  • Provide thought leadership, coaching and support to the Consumer and Business Operations and Sales teams to drive improved collections performance. Support the Operations teams to have the capacity, capability and reporting to manage debt and collections/payment activity.
  • Establish and maintain reporting that ensures prompt operational response to performance variations.
  • Achieve marketleading bad and doubtful debts performance (circa 1% or below)
  • Continuously improve credit and collections functionality (including hardship management) within Retail systems, including contributing to development of the global Kraken collections solution
  • Contribute to the Retail Hardship policy, develop, and execute strategies to assist customers in hardship and manage the hardship debt book
  • Ensure all activities are compliant with all relevant National and State compliance and regulatory requirements, as well as Origin's standards and expectations of customer experience

About you
You will have experience managing internal stakeholders, external relationships, and contractors critical to customer experience and business objectives.

You will have a continuous improvement focus to drive outcomes and demonstrate the ability to develop metrics and reporting and create a risk and compliance culture.

More about you
years' experience including experience leading leaders of leaders

  • Significant proven experience in energy industry or other utilities/telecommunications/banking industries
  • Degree qualified (e.g. Business, Sales & Marketing, information technology)
  • Exceptional and indepth stakeholder management, influencing and negotiating skills
  • Strong problemsolving skills with the ability to diagnose root causes and identify sustainable solutions
  • Exceptional business and commercial acumen, demonstrated understanding of issues associated with management of customer segments
  • Strategic thought leadership, demonstrated ability to facilitate innovation, develop strategies and plans and implement new ideas
  • Demonstrated ability to make decisions quickly, implement change effectively, and deal with uncertainty and ambiguity

Origin - Where good change happens
At Origin, we're powered by people who believe in creating collective change.

We're creating more diverse and inclusive workplaces for everyone because the more perspectives we have, in a place where everyone can belong, the better we can tackle our challenges together.

We are united, yet unique.


If you think you have transferable skills, an appetite to learn and would be a great fit, we'd love to hear from you.


A great team to join
It's an exciting time to join Origin.

Together we're powering a cleaner, smarter energy future for Australia and beyond, always looking for better ways to deliver for our customers - and for our people.


Origin's
Retail business is Australia's leading energy retailer, we provide 4.2 million customers with a range of energy products, services and solutions to keep our homes, businesses and communities going.


As we continue to build a simpler, smarter and more engaging business for the future, we're looking for people who are passionate, curious and customer focused.

People who are excited by the challenge of finding new ways of working, new ways of delivering for customers and more affordable energy.


Origin. Good energy

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