Anaplan Product Analyst joining global technology consultancy firm leveraging technology - led solutions in Singapore. Collaborate with stakeholders across Finance, Operations, and IT for innovative business solutions.
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.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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