Collection Strategy & Performance Process Lead

Pacific Blue; City of Melbourne; Hybrid; AUD 90,000 - 120,000; Full time

Job summary

Pacific Blue in Melbourne is seeking a Collections Strategy & Performance Process Lead to oversee end-to-end collections, customer vulnerability, and provisioning performance across the Retail business.

The role interfaces with external agencies, sets KPIs, and ensures consistency of strategy and processes across processing locations. It also leads training and process development for core collection pillars.

Qualifications

• Minimum 3 years working in Retail energy.
• 3+ years as a Process or Performance Leader or similar role.
• Demonstrated experience in credit & collections teams.
• Willing to accept responsibility, foster accountability and lead by example.
• Experience in developing and implementing customer facing strategies and processes.
• Experience in managing service level agreements with external suppliers.
• Ability to work constructively with internal teams and understand customer service performance management.
• Track record of performance against leadership and customer service KPIs.
• Campaign delivery expertise, including tactical and strategic execution of operational activities within all market segments.
• Knowledge of regulatory reporting requirements.

Responsibilities

• Foster and lead a culture of teamwork and high performance across credit & vulnerability teams.
• Direct oversight, and management of process & performance of credit & vulnerability collections function.
• Oversight and management of outsource partner collections agencies.
• Process KPI setting, embedding and delivery within the team and agencies.
• Holding external partner and agencies to account on performance against KPIs and contractual obligations.
• Shared responsibility for ongoing training of credit & vulnerability collection processes to domestic and outsource partner.
• Setting and ensuring the delivery of the operating rhythm with outsource agents and external agencies.
• Coordinate with Retail Operations to ensure consistent knowledge and communications.
• Identify and implement new collection strategies to improve overall performance.
• Maintain process documentation and keep it up to date.
• Act as a Senior Agent when required and manage credit & vulnerability actions.
• Deliver performance outcomes including cost management, headcount, debt levels, collection levels, and regulatory compliance.
• Ensure compliance obligations are maintained and monitored.
• Manage conflicting priorities and cross-location influence.
• Balance service delivery with quality, compliant operations and business outcomes.
• Collaborate across the business to recruit support as needed.

Skills

Leadership through influence

Stakeholder engagement

Project management

Risk assessment

Regulatory knowledge

External partner management

Customer service performance

Job description

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Collection Strategy & Performance Process Lead

Location:

Docklands, VIC, AU, 3008

Position Description

Position:

Collections Strategy & Performance Process Lead

Reports To:

Senior Credit & Vulnerability Manager

Function:

Retail

Location:

Melbourne

EC Job Classification

Critical Infrastructure role:

No

Approved By:

Approval Date:

January 2026

February 2026

Last review date:

01/26

Purpose

The Collection Strategy & Performance Process Lead works closely with other Process & Operational leadership stakeholders with the shared accountability for the delivery of the collections, customer vulnerability & provisioning performance of the Pacific Blue Retail business.

The role has direct responsibility for the oversight of the external & internal Collections processes and their associated performance,, this includes , setting of process KPIs, performance against KPIs, and ensuring that collections strategy, process and performance is consistent regardless of processing location. The role also acts as the direct and lead interface into appointed external collections agencies & partners working for Pacific Blue and has the responsibility of holding them to account on contractual commitments, as well as performance.

The Process Lead has further shared accountability for the training of any new members of both the local and outsourced Credit & Vulnerability team. Further, the role has direct responsibility for the development, implementation and maintenance of processes associated with the Automated, Manual and Final collection ‘core process pillars’, as well as monitoring the performance and progress of any coaching or training that they may deliver themselves, or that may be delivered by Instructional Leaders to the local team.

Key Duties and Responsibilities

• With the Team Leader, foster and lead a culture of teamwork and high performance across credit & vulnerability teams;
• Direct oversight, and management of process & performance of credit & vulnerability collections function;
• Oversight and management of any outsource partner collections agencies;
• Process KPI setting, embedding and delivery within the credit & vulnerability team and agencies;
• Holding external partner and agencies to account on performance against KPIs and contractual obligations;
• Shared responsibility with operational leadership for the ongoing training of credit & vulnerability collection processes to domestic and outsource partner;
• Setting and ensuring the delivery of the appropriate operating rhythm with the outsource credit & collections agents, and with external agencies;
• Working across the Retail Operations team, ensuring appropriate business communications to credit & vulnerability teams to ensure consistent knowledge;
• Identify and implement new collection strategies to improve overall collections performance.
• Be directly responsible for process documentation and ensuring these are developed & kept up to date.
• As required, act as a ‘Senior Agent’ and take on and manage credit & vulnerability actions;
• With the Credit Manager, deliver the expected performance outcomes of Pacific Blue, including but not limited to:
  • Cost Management
  • Headcount Management
  • Debt Levels (ATB)
  • Collection levels
  • Collections metrics
  • Disconnections – including regulatory requirements
  • Regulatory requirements
  • Newly implemented operational / system processes and strategy
• Ensure that the Company’s compliance obligations are actively maintained, managed and kept up to date with focus on the compliance obligations allocated to the position title as identified in the Company’s Register of Compliance Obligations
• Managing conflicting priorities
• Requirements to manage through influence - and across different, remote locations
• Needing to work cross functionally, with a strong ability to influence
• Required to effectively balance the delivery of service and support to customers ensuring high quality, maintaining compliant operations and meeting the expected outcomes of the business
• Working in a small team, but with the need to recruit support from elsewhere in the business as required

Judgments

• Ability to engage stakeholders in the development and delivery of service outcomes
• Required to effectively balance the delivery of service and support to customers ensuring high quality, maintaining compliant operations and meeting the expected outcomes of the business
• Ability to resolve a range of customer related issues
• Understanding of the energy retail customer lifecycle
• Ability to manage the balance between business, customer and employee needs

Knowledge, experience (including qualification) and skill

Knowledge and Experience

• Minimum 3 years working in Retail energy
• 3 years+ experience in as a Process or Performance Leader or similar role
• Demonstrated experience working in, credit & collections teams;
• Willing to accept responsibility, foster accountability and lead by example
• Demonstrated experience in developing and implementing customer facing strategies and processes.
• Experience in managing service level agreements with external suppliers.
• Demonstrated ability to work constructively and collaboratively with internal teams/functions and have a sound understanding of customer service performance management
• Track record of performance against leadership and customer service related KPIs
• Campaign delivery expertise, including tactical and strategic execution of operational activities within all market segments
• Knowledge of regulatory reporting requirements

Skills

• Demonstrated ability to work in an agile and dynamic business culture
• Strong effective self and time management skills
• Exceptional verbal, written and interpersonal communication skills
• Leadership through influence
• Managing external partners
• Problem solving
• Planning & Project Management
• Commercial acumen
• Risk assessment and mitigation
• Excellent stakeholder engagement, and ability to manage via influence
• Ability to think laterally and analytically through complex issues and apply learned knowledge