Collection Strategy & Performance Process Lead

Pacific Blue Australia; City of Melbourne; Hybrid; AUD 120,000 - 180,000; Full time

Benefits offered by this job

Home energy discounts

Health insurance

Purchased leave

Employee assistance program

Parental leave

Modern workspace

Prime location near transport

Job summary

Pacific Blue is seeking a Collection Strategy & Performance Process Lead to drive the collections strategy and performance for the Retail business from Melbourne. The role oversees internal and outsourced collections, delivering compliant, effective outcomes across pillars and ensuring alignment with Credit & Vulnerability teams.

You will lead cross-functional collaborations with Retail Operations and external agencies, shaping process improvements, KPIs and governance to optimise debt levels

Qualifications

• Minimum 3 years in Retail energy industry.
• 3+ years in Process or Performance Leadership.
• Experience in credit & collections.
• Experience with external suppliers SLAs.
• Ability to lead cross-functional teams.
• Strong governance and compliance mindset.

Responsibilities

• Lead the process and performance management of Credit & Vulnerability collections (internal & outsourced).
• Develop, implement & maintain collection strategies, processes & KPIs across pillars.
• Monitor performance against KPIs and rhythms; identify improvement opportunities.
• Manage external collections agencies and partners to meet obligations.
• Ensure consistent collection practices across local and outsourced teams.
• Coach and develop Credit & Vulnerability teams, including new members.
• Partner with Credit Manager and Retail Operations to deliver debt and KPI outcomes.
• Own process documentation and embed changes across systems and procedures.

Skills

Credit & Collections

Leadership

Strategic Planning

Stakeholder management

Process improvement

Regulatory knowledge

Job description

Collection Strategy & Performance Process Lead

Pacific Blue is a leading owner, operator, and developer of renewable energy assets and one of Australia's fastest growing energy retailers (Tango Energy). We operate a high quality and diversified portfolio of wind, hydro, and solar assets, as well as offering a range of competitive energy products, delivering value to our retail energy customer base. With the growing importance of renewable energy in Australia's future, a career with us is more than just a job.

The Collection Strategy & Performance Process Lead is responsible for leading the collections strategy, process and performance across Pacific Blue's Retail business, supporting sustainable financial and customer outcomes. The role owns the performance and continuous improvement of internal and external collections processes, including KPI setting, performance management and partner accountability. Working closely with Credit & Vulnerability, Retail Operations and other stakeholders, the role leads the development and implementation of collections strategies and processes, ensuring consistent, compliant and effective outcomes across local and outsourced teams.

This is a full-time permanent hybrid role located in Melbourne.

The role is primarily responsible for but not limited to:

• Lead the process and performance management of the Credit & Vulnerability collections function, including internal and outsourced operations.
• Develop, implement and maintain collection strategies, processes and KPIs across the Automated, Manual and Final collection pillars.
• Monitor performance against agreed KPIs and operating rhythms, identifying and implementing opportunities to improve collections performance.
• Lead the relationship and performance management of external collections agencies and partners, ensuring delivery against contractual obligations and agreed performance outcomes.
• Ensure consistent collection processes, knowledge and operating practices across local and outsourced teams and processing locations.
• Support the training, coaching and capability development of Credit & Vulnerability teams, including new local and outsourced team members.
• Partner with the Credit Manager and Retail Operations leadership to deliver key business outcomes, including debt levels, collection performance, cost and headcount management, disconnections and regulatory requirements.
• Own process documentation and ensure collection processes, compliance obligations and newly implemented operational, system and strategy changes are accurately maintained and embedded.

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

We offer:

What We offer
At Pacific Blue, as a leading renewable energy provider for the past 30 years, we know what it takes to create real change. Our success isn't solely driven by our technology, investments, or assets it's powered by our people. Our passionate and dedicated team is the reason we can make 100% clean energy available today, not tomorrow.

We provide a wide range of benefits including:

• Discounts to Home Energy and Health Insurance
• Purchased leave program
• Free Employee Assistance Program
• Generous parental leave options
• Modern open plan office with ergonomic standing desks
• Office location next to Southern Cross Station and tram stops
• A team that is inclusive and supportive

Pacific Blue is committed to fostering an inclusive and diverse work environment where individuals in each of our business units feel involved, supported, respected, and treated fairly. We believe that embracing people with diverse capabilities, perspectives, and experiences will enrich our team and provide competitive advantages to our business. This has resulted in our recognition by the DCA as an Inclusive Employer.

If you require accommodations or adjustments, we encourage you to inform us so that we can support you throughout the application process.

Only candidates with the eligible right to work in Australia will be considered.