Operations Manager for Credit Full-Time

The ENGIE Energy Access is hiring a Operations Manager for Credit (Credit Operations Manager).

About ENGIE Energy Access

ENGIE Energy Access is the leading Pay-As-You-Go (PAYGo) and mini-grids solutions provider in Africa. The company develops innovative, off-grid solar solutions for homes, public services and businesses, enabling customers and distribution partners access to clean, affordable energy. The PAYGO solar home systems are financed through affordable instalments from $0.19 per day and the mini-grids foster economic development by enabling electrical productive use and triggering business opportunities for entrepreneurs in rural communities. With over 1,800 employees, operations in nine countries across Africa (Benin, Côte d’Ivoire, Kenya, Mozambique, Nigeria, Rwanda, Tanzania, Uganda and Zambia), over 1.8 million customers and more than 9 million lives impacted so far, ENGIE Energy Access aims to impact 20 million lives across Africa by 2025.

Job Purpose/Mission

The Customer Finance Team plays a pivotal role in ensuring the overall success of our largely unbanked customers in completing their loans and getting continued access to clean, reliable energy. The team works cross-functionally with our commercial, customer experience, product development and operations on the ground to ensure that we provide all customers with successful responsible onboarding and offer constant support through adequate monitoring and interventions all the way through the lifetime of our customers’ loans.

The Operations Manager – Credit (Credit Operations Manager) will be fundamental to the successful implementation of our Customer Finance Strategy and in achieving our ambitious goals. S/he will work cross-functionally with a wide range of teams acting as the “eyes, ears and mouth” of the Customer Finance team. They’ll work extremely closely with the Commercial and Customer Experience to support in effectively carrying out Customer Finance related work by building out operational processes, systems and tools and making sure the right people get training and support to perform their role in the credit cycle and customer account management. They will work with the Head of Customer Finance and the Global team to ensure application of operational best practices across the credit cycle. They will also lead (from the Customer Finance side) the implementation and operationalization of new processes and innovations that come out of pilots run by the Customer Finance team. The role has the potential to grow in responsibility over time, and eventually building out a team, as we look to potentially integrate customer onboarding processes.

Responsibilities

• Customer Finance operations, monitoring and support.
• Spend 50% time in field on recovery and collections activities.
• Monitor performance and report on performance of all Customer Finance activity.
• Work closely with Commercial, Customer Experience and Customer Finance teams to align on ambitious but achievable targets for Customer Finance activities in and out of the field.
• Help foster and encourage a “culture of credit”, understanding of and compliance to standards and performance management against credit KPIs amongst the field team and get regular feedback and ideas from this team to improve how we run our operations.
• Work closely with the CF Support staffs to track deliverables on pilot projects & initiatives.
• Carry out the field team compensation processing obligations each week and month.
• Field team digital tools optimization.
• Implement and track Customer finance initiatives (g. home visits, repossessions, tamper response planning, field team compensation.
• Manage and track all cost/expenses of the department.
• Track SMS success rates and resultant portfolio impact.
• Ad hoc tasks as assigned by Department Head.

Stakeholder management

• Work with the various stakeholders – Customer Experience, Product, Operations & Commercial at both the country and central level to support business deliverables.
• Work closely with the Marketing team and Customer Finance Specialist/Staffs to ensure that our customers communications are periodically reviewed and revamped.
• Integrate new customer communications channels and content to improve repayment behavior.
• Work with Commercial to implement regular customer repayment promotions.

System design & continuous operational improvement

• Identifying gaps in the current systems or areas for improving the efficiency and effectiveness of existing Customer Finance related processes.
• Generate requirements for to the Customer Finance Staffs and work closely with the implementing teams to support pilots and tests that look to improve our credit operations in all areas.
• Lead the operationalization of new systems and process getting buy-in from the implementing team and ensuring they have the right tools and support to successfully roll out.
• Ensure that all current policies, standards and processes are well documented, regularly updated, and made available to applicable team members for reference and development of training materials.

Overall monitoring and reporting

• Generate reports on our Customer Finance related activities, identifying where we are behind/on-track to our plan and detailing action plans and next steps to improve performance.
• Identify areas of risk and under-performance in our Customer Finance Operations and make sure they are escalated appropriately.
• Conduct data analysis, modelling, and visualizations to inform decisions around customer finance workflow, operational strategy, credit risk appetite, sales, and pricing strategies.
• Support and in some cases lead the development of standard and ad-hoc Customer Finance reporting needs by summarizing loan portfolio performance and country operational performance against key KPIs for audiences including but not limited to Country Teams, the Leadership Team, Industry Partners and Investors.
• At EEA, we have high expectations for our managers. Each manager plays a key role in creating an exceptional experience not only for our customers but for every person on our team. Our managers help EEA realize our ambitious goals while developing their own leadership skills and facilitating growth for their direct reports.

We believe that great managers

• Deliver ambitious results: As a high-performing and accountable leader, you create an enabling environment for effective action and bold decision which contribute to successful delivery of results.
• Act with integrity: As an ethical leader you are honest, respectful, objective, and transparent. You create and build upon a foundation of trust and openness.
• Inspire and mentor the team: As an inspirational leader you walk the talk. You empower and coach your team with trust and humility.
• Are accessible: as an accessible leader, you develop and maintain deep connections with stakeholders through approachability and active listening.
• Ensure diversity and inclusion: as an inclusive leader, you ensure diversity and foster a sense of belonging.

Required Skills & Experience

• Minimum University degree in Economics, Finance or Accounting, Engineering or related field.
• 3-5 years’ work experience in operations management, analytics, credit support or similar.
• Experience in working directly with commission-based agents will be an advantage.
• Strong interpersonal skills with high degree of clarity in communication.
• Experience in delivering training to large groups; designing the material, coordinating the participants and venue, facilitating the session, and following up with the participants for assessment.
• Ability to generate new ideas and bring them through to implementation in a structured way.
• Deep empathy for the customer and commitment to inclusivity, consumer protection, & responsible financial services within the context of creating a profitable, scalable enterprise.
• Excitement about ENGIE’s mission and a deep desire to make an impact on off-grid and financially underserved customers in sub-Saharan Africa.
• Commitment to spending time in the field to support and mentor field teams.

Language(s)

• English and Portuguese.
• Proficiency in one or more languages spoken by our customers is a big plus.

Technology

• Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint).
• Experience using data analysis tools (minimum good Excel skills) to analyze processes/ performance and make suggestions & improvements is a big plus.

How to Apply

Please, apply via email and include your motivation letter, updated CV and Academic Certificate.

We thank all applicants for their interest, however due to the large volume of applications we receive, only shortlisted candidates will be contacted. ENGIE is an equal opportunity employer, promoting diversity and committed to creating an inclusive environment for all. All applications are screened based on business needs, job requirements and individual qualifications, without any regard to origin, age, name, sexual identity, orientation or preference, religion, marital status, health, disability, political opinions, union involvement or citizenship. Our differences are our strengths!

Department: Credit Department (Customer Finance)

Reporting line: Head of Customer Finance

Location: Maputo, Mozambique

Estimate Field/Office Time: 50% / 50%