AGL

Vendor Functional Analyst

AGL

full-time

Posted on:

Location Type: Hybrid

Location: Melbourne • Australia

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About the role

  • Lead the operational delivery of outbound and digital engagement programs through internal and third-party vendor teams, ensuring campaigns are executed efficiently and achieve defined performance outcomes.
  • Develop and implement data-driven strategies to identify customers at risk of payment difficulty and enable early intervention through tailored support initiatives.
  • Leadership and ownership of C&A vendor relationships, including management of key objectives, KPIs, performance, Monthly Business Reviews (MBRs) and Quarterly Business reviews (QBRs).
  • Provide governance and oversight of third party vendors managed by other business units, such as Customer Solutions, including performance management, quality assurance frameworks and compliance adherence.
  • Partner with internal stakeholders to ensure initiatives align with organisational strategy and regulatory obligations.
  • Drive continuous improvement of campaign performance and vendor activity to deliver desired collections outcomes through testing, experimentation and optimisation across outbound dialling, SMS and digital engagement channels.
  • Work with the AGL C&A analyst to analyse vendor performance to identify deficiencies and operational improvement opportunities.
  • Lead strategic initiatives to drive innovation and insights, improving processes and uplifting performance, for review and approval by C&A functional leaders.
  • Effective and timely completion of required weekly, monthly and quarterly (and adhoc) reporting, packs and presentations (to relevant audience) where required.
  • Carry out periodic vendor audits in relation to AGL requirements.
  • Be the subject matter expert across your function; first point of contact, providing root cause analysis and timely resolution of operational issues, incidents and trends.
  • Manage vendor escalations to resolution in a timely and effective manner in order to avoid customer complaints.
  • Develop commercial analysis and cost-benefit models to evaluate campaign performance, inform strategic decision-making and support investment prioritisation.
  • Lead the transition, optimisation or redesign of operational programs and vendor partnerships where required to improve efficiency, performance and customer outcomes.

Requirements

  • Ideally 3 years minimum experience within a Credit and Collections environment.
  • Experience in credit strategy, customer support, or engagement programs within a regulated industry.
  • Strong analytical capability with ability to translate insights into operational strategy.
  • Experience in segmentation, targeting and commercial optimisation.
  • Deep understanding of support frameworks, financial assistance programs and regulatory considerations.
  • Sound computer literacy, knowledge and skills in relevant software packages.
  • Ability to lead cross-functional initiatives and influence at multiple levels.
  • Strong commercial acumen with ROI and performance evaluation experience.
  • Data analysis and process mapping to identify continuous process improvement opportunities.
  • Experience managing vendor partnerships and offshore delivery teams.
Benefits
  • Flexible working options including hybrid work.
  • Discounts on energy, telcos and solar plans.
  • Participate in Energise - our reward & recognition program.
  • 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.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
data-driven strategiesperformance managementquality assurance frameworkscampaign performance analysiscommercial analysiscost-benefit modelssegmentationtargetingprocess mappingvendor management
Soft Skills
leadershipanalytical capabilitycross-functional initiative leadershipinfluencecommercial acumenroot cause analysisproblem resolutioncontinuous improvementcommunicationstakeholder engagement