At a Glance
- Tasks: Lead the design of credit processes that enhance customer outcomes and compliance.
- Company: Join Origin, a leader in energy transition and innovative solutions.
- Benefits: Diverse workplace, career growth, and the chance to make a real impact.
- Other info: Embrace a dynamic environment with opportunities for continuous improvement and learning.
- Why this job: Be part of a purpose-driven team transforming credit operations for better customer experiences.
- Qualifications: Experience in credit operations and strong stakeholder engagement skills required.
The predicted salary is between 114750 - 140250 $ per year.
Turn credit strategies into practical processes that improve customer and commercial outcomes. Lead change across teams, embedding compliance and delivering measurable value.
Join a team that’s All Kinds of Useful. At Origin, being useful is more than a tagline - it’s how we approach work every day. As a collective, we’re a team that thrives on finding better ways, working together, and owning our impact. From powering homes to delivering award-winning internet and helping to lead Australia’s energy transition. If you’re driven by purpose and excited to be part of something bigger, we’d love to have you on the journey.
About the role: As Process Intelligence Lead, you’ll translate credit decisions into sustainable operational processes within Origin’s Credit Decisioning Intelligence team. Across the customer credit lifecycle—from sign-up to arrears, hardship and collections—you’ll design processes that deliver fair, compliant and effective outcomes. You’ll connect strategy, technology and operations, ensuring changes are implemented safely, adopted by teams and deliver their intended benefits. Clear accountabilities, customer protections and audit trails will be built into your approach. With no direct reports, you’ll lead through influence, partnering across Operations, Technology, Risk, Legal and Finance.
Key responsibilities:
- Design credit strategies and end-to-end processes, defining treatment rules, controls, accountabilities and procedures.
- Simplify workflows, reduce rework and strengthen automation across the collections journey.
- Manage change priorities, dependencies, exception handling and rollback plans, meeting operational, risk and compliance requirements.
- Embed regulatory obligations and customer protections into systems and processes, maintaining clear decision records and audit trails.
- Partner with teams on readiness, training and adoption, using controlled testing and monitoring to measure and sustain benefits.
About you: You bring deep credit operations knowledge and understand how to turn strategy into changes that work in a live environment. You’re confident navigating complexity, influencing stakeholders and balancing commercial goals with regulatory requirements and customer fairness. You’ll bring:
- Extensive experience across credit operations, collections strategy, originations and regulation, including energy or utilities.
- Capability in process architecture, operational transformation and continuous improvement, with ownership of implementing and sustaining change.
- Experience delivering collections strategies and campaigns at scale, using champion/challenger testing to demonstrate value.
- Strong change management, governance and stakeholder engagement skills, including implementing controls and supporting audits.
- Relevant qualifications in Systems, Finance or a related field, and a Lean Six Sigma Green Belt or equivalent process improvement qualification.
Understanding hardship journeys, disconnection and reconnection processes, and case management is essential.
At Origin, we’re powered by people who believe in creating change. We are committed to fostering a diverse, gender equitable workforce, where everyone is welcome, and all applications are evaluated on merit and potential. We encourage applications from Aboriginal and Torres Strait Islander Peoples, people living with disabilities, culturally diverse people, any stage in life, people with intersex variations and people within LGBTQ+ communities, including trans and gender diverse. Enjoy a challenging career in an exciting industry where you can grow and explore your potential. If you think you have transferable skills, an appetite to learn and would be a great fit, we’d love to hear from you.
Background checks may be required to determine your suitability for this position as part of the recruitment process and during your employment. These checks may include police checks, AusCheck, medical assessment and/or drug and alcohol testing. Origin recognises Aboriginal and Torres Strait Islander Peoples as the Traditional Custodians of country throughout Australia, and we pay our respects to Elders past, present and future.
Process Intelligence Lead in Melbourne employer: Origin Energy
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