Hybrid Vendor Functional Analyst

at AGL

• Job title: Vendor Functional Analyst
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: No Education Requirement
• Location requirements: Hybrid, Melbourne, Australia

About the role

• Vendor Functional Analyst responsible for customer engagement strategies and vendor performance management with an aim to optimize financial outcomes.

Responsibilities

• 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.