Transition Lead

Job Description

As we keep the lights on for over four million customers and move towards a more sustainable way of life, it’s an exciting time to be at AGL. We’re re-imagining how homes and business live and work across the country and we want you to be a part of it. This moment will define our time, and your career as you work alongside Australia's best and brightest minds. You’ll grow and learn in a collaborative, safe and supportive environment and play your part in changing the course of tomorrow.
Everyone at AGL is an important part of building a better energy future and we want you to join in.

About the role

As a Transition Lead reporting to the Manager, Vendor and Strategic Initiatives, you will play a pivotal role in overseeing the seamless transition of services, systems, and processes within the Customer Solutions function. This leadership role involves guiding a dedicated team through complex changes, while ensuring minimal disruption to day-to-day business operations. Your work will require close collaboration with both internal stakeholders and external partners to align on expectations, coordinate deliverables, and maintain operational continuity throughout the transition.

The successful candidate will be accountable for delivering all transition-related outcomes within defined scope, timelines, and financial parameters. You will be expected to apply strategic oversight and strong project management skills to meet organizational goals, while maintaining a sharp focus on quality, risk mitigation, and stakeholder engagement. This is a critical role for someone who thrives in dynamic environments and is passionate about driving transformation effectively and efficiently.

What you’ll be doing

• Lead and Govern Transitions: Act as the single point of contact for all transitions within Customer Solutions, governing end-to-end delivery and ensuring alignment with business objectives, timelines, and compliance standards.
• Strategic Planning and Execution: Develop and execute comprehensive transition plans using 5-D principles, with clearly defined milestones, toll gate criteria, and success measures to drive seamless execution.
• Stakeholder Engagement and Communication: Collaborate closely with senior leadership, vendors, and stakeholders, delivering regular program updates and maintaining open, strategic communication throughout each transition phase.
• Risk and Change Management: Proactively assess environmental changes, emerging risks, and issues, implementing swift mitigation and change management strategies to maintain momentum and ensure delivery outcomes.
• Business Readiness and Enablement: Create detailed acceptance and enablement plans for transitioning services into Business-as-Usual (BAU), integrating governance structures and ensuring smooth handovers.
• Team Leadership and Culture Building: Foster a high performing, engaged team culture through coaching and feedback, while adapting to dynamic priorities to deliver an exceptional internal and external customer experience.

About you

• Stakeholder & Communication Skills: Proven ability to manage stakeholders at all levels, with strong influencing, negotiation, presentation, and high-quality written and verbal communication skills.
• Project & Change Management Expertise: Effective project management capabilities with experience coordinating multiple initiatives; familiarity with PCI change management, Agile, Lean, and Six Sigma methodologies is a plus.
• Adaptability & Continuous Improvement: A flexible mindset with a passion for continuous improvement and the ability to thrive in dynamic, fast-changing environments.
• Cross-Functional Collaboration: Skilled in working across teams—both vertically and cross-functionally—to drive alignment and ensure seamless delivery.
• Technical & Analytical Capability: Experience with tools like Jira, Confluence, Microsoft Suite, and strong analytical skills with the ability to extract insights from data, including familiarity with SQL, SAP BW, and Business Objects.
• Industry & Regulatory Awareness: Solid understanding of contact centre operations in Energy and Telecommunications, along with awareness of regulatory and legal implications in process changes.

At AGL, we offer a wide range of benefits including

• Flexible working options including hybrid work.
• Discounts on energy, telcos and solar plans.
• Participate in Energise - our reward & recognition program.
• Access 20 weeks of paid parental leave for the primary carer.
• Access to an additional week of recharge leave per year.
• 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.

Benefits may change over time and vary based on role type and location.

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 a Circle Back Initiative employer - we commit to respond to every applicant.

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 Acquisition team. Candidates submitted by an agency without approval will not be considered by AGL.