Vendor Functional Analyst at AGL

Adelaide, South Australia, Australia -

Full Time

Start Date

Immediate

Expiry Date

21 Jun, 26

Salary

0.0

Posted On

23 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Vendor Management, Credit Strategy, Collections, Customer Engagement, Data Analysis, Performance Monitoring, KPI Management, SLA Management, Process Improvement, Regulatory Compliance, Campaign Execution, Root Cause Analysis, Commercial Analysis, Cost-Benefit Modeling, Cross-functional Leadership, Stakeholder Management

Industry

Utilities

Description

Join the change. Electrify your future! We've been proudly Aussie since 1837, always finding new ways to innovate in energy and essential services. Now, we're moving towards a sustainable future through electrification and investing in renewable energy—and we’d like you to join us. Whether you're on-site, in the office, or somewhere in between, you'll find opportunities to grow your career here. You'll work with a team that's passionate about powering Australian lives, in a culture that values inclusivity, respect, and learning. Help us create a cleaner energy future, and we’ll back you every step of the way as you build your career. Join the change. Electrify your future. About the role The Vendor Functional Analyst is responsible for designing and delivering customer engagement strategies that improve financial outcomes for both customers and the business, and managing overall performance of vendors within Credit & Affordability (C&A). The role leads the development and execution of targeted credit and hardship support campaigns, leveraging data, analytics and operational partnerships to support customers experiencing payment difficulty whilst optimising recovery outcomes and regulatory compliance. The role will monitor the outcomes and activities of vendors to ensure that services are delivered in accordance with agreed key business quality measures, Key Performance Indicators (KPIs) and Service Level Agreements (SLAs), alongside the identification of process improvements. This is a 12 month secondment/maximum-term opportunity, and can be based in Melbourne or Adelaide. What You'll Be Doing 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. What You'll Bring 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. We'd love to see your application by: Sunday 5 April 2026. 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. 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 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: www.agl.com.au/careers AGL is proud to be a WORK180 Endorsed Employer for All Women. Our pre-employment screening process includes a Nationally Coordinated Criminal History Check and a medical assessment if necessary. The information provided as part of your application to AGL will be managed in accordance with the AGL Privacy Policy. AGL does not accept agency submissions unless approval has been granted by a member of the Talent Acquisition team. Candidates submitted by an agency without approval will not be considered by AGL. Location Docklands VIC 3008 Job Family Group Credit At AGL, we believe energy makes life better. That’s why we’re passionate about powering the way Australians live, move and work. 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 more than 188 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.

Responsibilities

The role is responsible for designing and delivering customer engagement strategies to improve financial outcomes, while managing the overall performance of vendors within Credit & Affordability (C&A). This includes leading the execution of credit and hardship support campaigns, monitoring vendor performance against KPIs/SLAs, and driving continuous improvement through testing and optimization.