Vendor and Strategic Initiatives Manager

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
- Permanent senior opportunity in Customer Solutions
- Responsible for vendor governance, drive improvement in our key performance indicators and deliver key strategic initiatives in customer solutions.

Reporting to Manager, Transformation and Best Practice, purpose of this role is to lead initiatives impacting Customer Solutions. This will require working with stakeholders internally within AGL as well as external vendors and co-ordinating the activities in the lead up to the implementation of such initiatives.

The role will be responsible for optimization and drive improvement in our key performance indicators. The role must ensure that our external-facing vendors service delivery is in line with the agreed terms and conditions and provide sustainable platform that drive excellence in the overall delivery of AGL’s contact centre services.

What you’ll be doing (Main key responsibilities)
- Identify opportunities within business processes that will either improve operating revenues and customer experiences within the contact center.
- Develop strategies to improve our digital deflection adoption rates and transfer rates within the contact center to then reduce handling time and contact rates.
- Work with stakeholders within Customer Solutions, OSO and the vendor to ensure that our ‘Operating Manuals’ are up to date including points of contact listing.
- Build a healthy working relationship with the vendor to deliver certainty and the best possible service.
- Provide advice, guidance, and direction to the senior leadership on the progress of the strategic initiatives as well as any risks and issues impacting delivery/implementation.
- Provide continuous regular coaching and development opportunities for the team.
- Prepare and maintain management reports, data validation, data analysis, and data visualisation tasks using analytical tools.
- Responsible for end-to-end telco contact centre (offshore) performance.

About You

What you’ll bring to the table:

- Degree qualified, post graduate qualified or appropriate business qualifications
- A continuous improvement mindset and flexible in adapting to a rapidly changing environment.
- Strong stakeholder management experience with the ability to influence and negotiate outcomes
- Agile & Lean Methodology exposure would be an advantage
- Six-Sigma and Project Management skills will be an advantage
- Qualifications &/or experience in people centered implementation (PCI) change management methodology
- A good understanding of contact centre processes for both Energy and Telecommunications as well as the ability of navigate the various underlying systems.
- Experience working with Jira or Confluence, Microsoft Suite of Products
- Strong analytical and conceptual skills with the ability to provide valuable foresight from data in a timely fashion.
- Previous vendor management experience will be preferable.

Inclusion at AGL

AGL has a commitment to maintain a diverse workforce, and welcomes the opportunity for applicants to share their lived experiences. We also recognise that some applicants may not wish to disclose, and we respect their decision. To learn more about reasonable adjustments that can be offered throughout the recruitment process, please visit:
AGL is a
_Circle Back Initiative employer - we commit to respond to every applicant_.

Job Family Group:
Finance and Accounting