Collections Excellence Manager

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

An exciting 6-month fixed-term contract opportunity has become available in the Credit & Affordability team as a Collections Excellence Manager. The Collections Excellence Manager is accountable for the critical role of managing the delivery of all voice components across the credit portfolios for the Large Market Commercial and Industrial, Multisite, Small Business & High Value Residential sector of the market.

All aspects of Collections relative to financial performance and operational spends, and the delivery of all collection outcomes through Customer Solutions/internal partnership and internal stakeholder management. The Manager is to set the team’s Strategy and motivate, manage and provide leadership to a team responsible for providing outstanding customer service, collections, dispute resolution (& revenue leakage) to maximise cash flow and minimise bad debts.

This role utilises data & analytics to statistically analyse collections journeys & bad debt root causes to recommend and drive resolution strategies. This includes using data to establish best collection methodologies and protocols including control sizes, minimum durations and customer segmentation. These strategies aim to deliver best in class performance measurement, maximise debt coverage, minimise debtors and uphold adherence standards.

What you’ll be doing:
- Setting team strategy in line with Customer Markets vision and in conjunction with key stakeholders.- Relationship development with key stakeholders and external vendors, governance over processes.- Managing account receivable performance to ensure high level of governance and controls are in place.- Effectively and efficiently manage AGL’s credit portfolio’s focusing on securing cash flow through reducing the days sales outstanding and minimising the 60 and 90+ Day debt.

What you’ll bring:
- A proven ability to manage commercial debt collection outcomes while enhancing customer experience.- An ability to transform operational processes into customer delivery mechanisms- Develop the people capabilities and key competencies to enable delivery of the Customer Operations strategy.- Strong coaching, performance management and people development.- Financial delivery of EBIT growth, positive customer retention, acquisition and development of new revenue streams- Financial delivery of EBIT growth, positive customer retention, acquisition and development of new revenue streams.

At AGL, we offer a wide range of benefits including:
- Flexible working options including hybrid work.- Discounts on energy, telcos and solar plans.- Participate in Energise - our reward & recognition program.- Access to an additional week of recharge leave per year.- Play an active role in our diversity & inclusion initiatives.- Novated leasing and Electric Vehicle subscriptions.- Access to study assistance, AGL’s share purchase plan and insurance deals.
- _Benefits may change over time and vary based on role type and location_

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:
AGL is a Circle Back Initiative employer - we commit to respond to every applicant.
- Our pre-employment screening process includes a Nationally Coordinated Criminal History Check and a medical assessment if necessary._
- AGL Privacy Policy_
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Location:
Docklands VIC 3008

Job Family Group:
Billing and Credit Control - Group