Collections Intelligence Lead

A098 AGL Energy Limited; Melbourne; On-site; AUD 150,000 - 190,000; Full time

Benefits offered by this job

Hybrid work options

Job summary

AGL Energy is seeking a Collections Intelligence Lead at its Docklands, Melbourne campus. You will transform collections performance through analytics, BI, and data-driven strategy, uncovering insights to improve debt recovery, customer engagement and payment outcomes.

You will partner with Credit Risk, Customer Experience, Finance, and Technology to strengthen data foundations, reduce bad debt and optimise decisioning while balancing commercial and customer outcomes.

Qualifications

• Proven experience in collections analytics and debt recovery.
• Advanced analytical capability with data-driven decisioning.
• Strong understanding of credit risk and collections dynamics.

Responsibilities

• Lead data-driven collections strategy and test-and-learn campaigns.
• Transform collections with segmentation and personalized journeys.
• Collaborate with Data & Analytics, Technology and Operations to improve data quality and governance.
• Drive omni-channel campaigns to optimise payment outcomes and reduce aged debt.

Skills

SQL

Python

AI/ML

Data analysis

Stakeholder management

Tools

Decisioning technologies

Job 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

Collections Intelligence Lead

As Collections Intelligence Manager, you’ll play a pivotal role in transforming collections performance through advanced analytics, business intelligence and data‑led strategy. You’ll turn complex data into actionable insights that improve debt recovery, customer engagement and payment outcomes, while reducing aged debt, credit losses and Days Sales Outstanding (DSO). Through sophisticated segmentation, decisioning, targeted campaigns and test‑and‑learn approaches, you’ll continuously optimise how collections strategies are designed and delivered. Working closely with Collections Operations, Credit Risk, Customer Experience, Finance, Data & Analytics and Technology, you’ll identify the root causes of bad debt and translate insights into practical interventions that deliver measurable and sustainable results. You’ll also help strengthen the data foundations behind collections intelligence, improving data quality, reliability and scalability to enable robust performance measurement and smarter decision‑making. Ultimately, this role is about using data, insight and innovation to shape a best‑in‑class collections capability, balancing strong commercial and risk outcomes with positive customer experiences.

What you’ll be doing

• Prevent and reduce bad debt by using data and intelligence to identify opportunities earlier and minimise customers entering the collections cycle.
• Lead data‑driven collections strategy, applying robust test‑and‑learn methodologies to optimise campaigns, measure uplift and maximise return on investment.
• Transform collections through personalisation, leveraging customer segmentation and decisioning to deliver targeted, omni‑channel strategies that improve engagement and payment outcomes.
• Drive digital and automation outcomes by increasing self‑service adoption and embedding successful strategies into automated collections journeys.
• Strengthen collections intelligence and data capability, partnering with Data & Analytics and Technology to improve data quality, pipelines, controls, reporting and decisioning.
• Build scalable, cost‑effective collections operations through strong partnerships across Technology, contact centres and external collection agencies, balancing commercial performance with positive customer outcomes.

What you’ll bring

• Strong credit and collections expertise, with a solid understanding of credit management, customer treatment strategies, arrears, bad debt drivers and relevant regulatory obligations.
• Advanced analytical and technical capability, including strong SQL and experience analysing complex customer and transactional data; exposure to Python, AI/ML and decisioning technologies will be highly regarded.
• Proven experience designing and optimising data‑led campaigns, using segmentation, experimentation and measurable ROI to improve collections performance, cash flow and customer outcomes.
• Strong commercial and strategic judgement, with a track record of translating data and risk insights into practical recommendations that reduce bad debt, protect cash flow and deliver measurable business value.
• Influential leadership and stakeholder management skills, with experience leading technical resources and partnering across Data & Analytics, Technology and Operations to strengthen data capability, embed governance and deliver sustainable change.

What's in it for you?

• Flexibility and additional leave: Flexible working options, including hybrid work, plus an additional week of Recharge Leave for eligible employees and the option to purchase up to six weeks of additional leave.
• Benefits that support you and your family: 20 weeks’ paid parental leave for the primary carer, wellbeing initiatives, Employee Assistance Program support, Fitness Passport and access to health insurance discounts.
• Financial benefits and rewards: Employee discounts across energy, telco and solar plans, novated leasing, employee share programs, reward and recognition through Energise, plus a range of corporate and lifestyle offers.
• Learning and development: Access to study assistance and learning and development opportunities to help you continue building your career.

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. At AGL, we use some AI‑enabled tools to support recruitment administration. All hiring decisions are made by hiring leaders and Talent Solutions professionals, with human oversight throughout. 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 Solutions team. Candidates submitted by an agency without approval will not be considered by AGL.

Location

Docklands VIC 3008

About AGL

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.