Affordability & Integrity Manager

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Affordability & Integrity ManagerApply locations Melbourne Corporate Adelaide Corporate time type Full time posted on Posted Yesterday time left to apply End Date: August 25, 2025 (14 days left to apply) job requisition id R-0021127

Join the change. Together, we'll make history

As we keep the lights on for over four million customers and move towards a more sustainable way of life, it's an exciting time to be at AGL. We're re-imagining how homes and business live and work across the country and we want you to be a part of it.This moment will define our time, and your career as you work alongside Australia's best and brightest minds. You'll grow and learn in a collaborative, safe and supportive environment and play your part in changing the course of tomorrow.
Everyone at AGL is an important part of building a better energy future and we want you to join in.

About the role

AGL is excited to offer a unique opportunity for a commercially minded and strategic leader to join our Customer Market Operations team as Affordability and Integrity Manager.

In this critical role, you will lead a high-performing team responsible for delivering AGL's Affordability and Hardship strategies, balancing improved outcomes for vulnerable customers with measurable financial performance. You will drive initiatives that reduce bad debt exposure, improve repayment rates, and strengthen overall credit effectiveness, while ensuring full compliance with consumer credit obligations.

This is a high-impact leadership role that sits at the intersection of customer advocacy and commercial accountability. You'll influence enterprise-wide strategies, uplift operational performance, and deliver sustainable value for both customers and the business.

Key Responsibilities:

People Leadership

• Build and maintain a cohesive, high-performing team culture.

• Drive employee engagement and professional development.

• Champion health, safety, wellbeing, and workplace flexibility.

Operational Excellence

• Lead day-to-day management of affordability and integrity functions.

• Contribute to the delivery of business unit objectives and financial targets

• Provide subject matter expertise across escalations and complaints.

Compliance & Risk Management

• Proactive identification and mitigation of regulatory compliance risk

• Drive root cause analysis and remediation of operational issues.

• Minimise customer complaints and eliminate wrongful disconnections.

Affordability Strategy

• Develop and implement customer-centric hardship strategies.

• Drive system and process improvements to enhance customer experience.

• Work cross functionally within the business to deliver improved customer and business outcomes.

Continuous Improvement

• Contribute to strategic planning and innovation.

• Identify and implement opportunities for operational efficiency.

• Leverage emerging technologies to improve credit management processes.

About You

You are a strategic thinker and empathetic leader with a strong background in credit management, compliance, and customer support. You bring:

• Proven leadership and stakeholder management skills.

• Expertise in risk, governance, and financial operations.

• Experience in Lean and Agile methodologies.

• A degree in Finance or a related discipline (or equivalent industry experience).

Why Join AGL?

At AGL, we're committed to shaping a sustainable future and supporting our customers through every challenge. You'll be part of a values-driven organisation that prioritises innovation, safety, and support. This role offers the chance to lead meaningful change and contribute to a better tomorrow.

Applications close Monday 25th August.

Inclusion at AGL

At AGL, we value diversity and welcome applicants from various backgrounds, including Aboriginal and/or Torres Strait Islander peoples, individuals with disabilities, culturally diverse individuals, and members of the LGBTQ+ community. AGL is dedicated to maintaining a diverse workforce and encourages applicants to share their lived experiences.
We offer reasonable adjustments throughout the recruitment process and respect the privacy of those who choose not to disclose. To learn more visit: www.agl.com.au/careers

AGL is proud to be a WORK180 Endorsed Employer for All Women.

Our pre-employment screening process includes a Nationally Coordinated Criminal History Check and a medical assessment if necessary.

The information provided as part of your application to AGL will be managed in accordance with the AGL Privacy Policy .

AGL does not accept agency submissions unless approval has been granted by a member of the Talent Acquisition team. Candidates submitted by an agency without approval will not be considered by AGL.

Location

Docklands VIC 3008

Job Family Group

CreditAbout Us

We are Australia's largest energy generator & leading energy retailer.

AGL is an ASX-listed leading integrated essential service provider, with a proud 186-year history of innovation and a passionate belief in progress – human and technological.

From lighting the first gas streetlamp in Sydney in 1841 to helping shape a sustainable energy future for Australia, we have a track record of leading change.

We deliver 4.3 million gas, electricity, and telecommunications services to our residential, small and large business, and wholesale customers across Australia.

We operate Australia's largest electricity generation portfolio, with an operated generation capacity of under 9,000 MW, which accounts for approximately 20% of the total generation capacity within Australia's National Electricity Market.

AGL has the largest renewables and storage portfolio of any ASX-listed company, having invested $4.8 billion over the past two decades in renewable and firming generation.

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