Collections Intelligence Lead

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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.

If you’re an experienced collections or analytics leader who thrives on turning complex data into commercial outcomes, this is an opportunity to shape strategy, influence at scale and build a best-in-class collections capability.

Apply today #LI-ZD1

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

Job Family Group

Credit