Complex Collections Manager

4 days ago

Melbourne, Victoria, Australia Agl Energy Full time

As the needs of our customers change, so do we.

At AGL, we believe progress is powered by our people.

If you're set on making real change for tomorrow, we have the scale, resources and ambition to get it started today.

Now's an extraordinary time to work with us. We're taking the lead on renewables and expanding our products to make them more sustainable, affordable and useful for all Australians.

That's what we call progress. To achieve it, we're bringing together people with unique stories, perspectives, backgrounds and talent - and we need yours too

About the Role
- Great leadership opportunity (18 month fixed term contract) in our high performing national Collections team.
- An integral role to engage and drive process & policies applicable AGL wide
- Can be based in Melbourne or Adelaide

In this role you be responsible for managing & optimising high value & highly aged debt collections across AGL's most indebted residential customers. The team ultimately aims to identify opportunities to resolve customer indebtedness upstream and improve customer engagement in the collections lifecycle.

The role requires engaging with key stakeholders, senior management and the broader business to enable delivery - ensuring a high performing and engaged workforce is focused on the above in a safe working environment.

Main key accountabilities of this role

What you'll be doing:

- Leadership, coaching and management of teams of collectors and partner vendors to collect, resolve disputes, resolve legal and related issues and manage escalations
- Setting team strategy alignment with Complex Collections including the establishment of "good credit management" philosophy throughout the team
- Developing stakeholder relationships and engagement across the business to resolve wider root cause issues that may be driving debt collection impairments and impacting customer experience
- Developing and formalizing formal AGL wide processes & policies to enable ongoing resolution of the complex collection segment including formal delivery of the Sensitive Collections Policy
- Manage P&L impacts of bad and doubtful debts including financial forecasts and budgeting against OPEX budget
- Governance of monthly reporting and reconciliations ensuring budget is well maintained and targets are being met

About You

What you'll bring to the table:

- Excellent interpersonal skills & people management experience
- Proven ability to manage debt collection outcomes while enhancing customer experience
- Ability and experience to influence across different audiences to agree on aligned outcomes across different areas of ownership
- Strong acumen to balance commercial and customer outcomes and take decisive action
- Effective risk management skills demonstrated through use of systems and processes.
- Strong presentation skills and is confident when delivering presentations in person to stakeholders
- Interpersonal with high quality written and verbal communication - including presentations upwards

COVID-19 Vaccination Policy

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:
Job Family Group:
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