Operational Analyst

6 months ago

Melbourne, Australia AGL Energy Full time

Powering Australian Life.

At AGL, we believe energy makes life better. That’s why we’re passionate about powering the way Australians live, work and move.

Like you, we believe that the world is going through extraordinary challenges. We don’t shy away from the tough questions and we consider the answers carefully. We work in partnership with our customers and communities, and take action to shape a better future for all.

As life changes, we join the change, constantly evolving over 185 years. Today we bring all that know-how to transform how Australians produce, share and consume energy. We’re investing in new ideas, partnerships and infrastructure - renewing and expanding our portfolio of sources and products to help make them more sustainable, reliable, affordable and useful.

We’ll continue to innovate in energy and other essential services to enhance the way Australians live, and to help preserve the world around us for future generations.

About the Role

We currently have 3 positions for Operational Analysts to join our Connections & Billings team.

The primary purpose of this role is to support Customer Operations and AGL’s key commitments to provide a seamless billing experience for customers, whilst maximizing revenue opportunities for AGL. This role ensures that AGL puts customer experience and business performance at the forefront, delivering and innovating across a multi-billion-dollar portfolio.

As the functional expert in systems and process, you will manage performance, review process effectiveness, support change, manage relationships and work with internal & External stakeholders involved with delivery of billing services. Within this role you will proactively analyse trends and costs to inform the improvement agenda, as well ensuring AGL’s processes are controlled, monitored, evaluated for risk and regulatory compliance.

What you’ll be doing:

- Analyse and optimise AGL’s billing systems and processes, with knowledge and appreciation for your stakeholders’ measures of success, as well as your own
- Effective analysis, triage and prioritisation of issues, providing functional expertise to ensure quick resolution to issues and implementation of learnings, with a focus on performance against issue inflow/outflow and regulatory compliance
- Maintain a focus on and deliver continuous improvement opportunities to operations that enhance delivery, value, brand, and customer experience
- Partner with lateral stakeholders to identify and prioritise opportunities for operational improvements impacting the billing function
- Monitor operational relationships with relevant third parties, actively reviewing delivery SLAs to optimise customer experience, and managing performance to KPIs
- Manage identified risks through to resolution, utilising available channels, relationships & networks
- Maintain a strong focus on sustainable processes, reporting and practices, to enable agility in delivery, with a focus on value
- Know the details and be able to speak to reporting, allowing for easy and effective oversight of critical functions
- Perform ongoing analysis of current operational data and key metrics to determine trends in performance & resolve operational issues
- Build and maintain collaborative relationships and networks across business partners to proactively manage internal or external impacts to delivery, as well as drive ongoing improvement in quality of performance
- Maintain full process documentation within AGL’s process framework including process maps, work instructions, call centre processes, functional & technical documentation
- Communicate effectively with key business partners and external stakeholders, ensuring they are informed on activity and performance of key billing metrics
- Provide sign-off of incident fixes into production systems, maintaining relationships with IT delivery teams to effectively schedule sign-off activities
- Consider the customer in all decision making along with validating the CX for processes or initiatives that you influence

About You

What you’ll bring to the table:

- Degree qualified, post graduate qualified or appropriate business qualifications with proven experience
- Detailed knowledge of billing functions, with experience as a Business or Operational Analyst in similar or related functions
- Strong data analytics and interpretation skills
- Ability to combine numeric and analytical abilities with strong oral and written communication skills, including presentations to leaders
- Strong customer focus and appreciation of the billing experience
- Ability to influence and negotiate stakeholder outcomes
- Data visualization and advanced Excel skills
- Exposure to process and continuous improvement initiatives
- High levels of resilience
- Advanced problem-solving skills
- Accuracy and attention to detail
- High quality written and verbal communication/presentation skills
- SQL experience highly desirable
- Agile & Lean Metho

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