Credit Operations Specialist
Jobs at:ENGIE Energy Access
Deadline of this Job:
28 February 2023
Date Posted: Thursday, February 16, 2023 , Base Salary: Not Disclosed
Job Title: Credit Operations Specialist – West or Southern Africa
Department: Global Customer Finance
Reporting Line: Head of Credit Operations
Location: Any EEA country of operation in our West Africa (Cote d’Ivoire, Nigeria, Benin) or Southern
Africa (Tanzania, Mozambique, Zambia) regions of operation, with a preference for West Africa;
This position involves 30% to 50% business travel to other EEA countries of operation as well as occasional travel for department or functional workshops, trainings or meetings.
About ENGIE Energy Access
ENGIE Energy Access is one of the leading Pay-As-You-Go (PAYGo) and mini-grids solutions provider in Africa, with a mission to deliver affordable, reliable and sustainable energy solutions and life-changing services with exceptional customer experience. The company is a result of the integration of Fenix International, ENGIE Mobisol and ENGIE PowerCorner; and 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 installments 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 1,700 employees, operations in 9 countries across Africa (Benin, Cote d’Ivoire, Kenya, Mozambique, Nigeria, Rwanda, Tanzania, Uganda and Zambia), over 1.5 million customers and more than 8 million lives impacted so far, ENGIE Energy Access aims to remain the leading clean energy company, serving millions of customers across Africa by 2025.
Support country teams in translating credit operations policy and procedure into day-to-day practices and routines
Provide a direct line of support on development of and management against action plans and project plans for improvement and implementation of credit operations standards
Ensure that country teams actively track and improve compliance and overall quality of performance of credit operations standards and workflows
Collaborate with stakeholders to identify areas for improvement and potential for innovation in our processes, standards, tools, etc.
Provide direct support on training and communication on credit operations standards, tools and best practices to country teams across multiple departments and levels of the business for countries
Support development and delivery of training content for MySol Academy or other credit-related training initiatives
Document and share best practices and insights from across our network of country operations with country and global teams
Support on planning for future capacity needs, including hiring and development of skills and competencies within existing teams
Track and monitor the operational capacity, standards compliance and performance of our call center and field teams across activities like assessment, onboarding, collections, etc., especially for newly adopted standards and practices
Support and enable feedback loops, escalation of customer account issues and accountability across functions (i.e. with CX, Sales or Product teams at the country level).
Ensure that country stakeholders have access to credit operations monitoring tools and this information is used to inform decision making and action plans.
Where appropriate, provide country teams and Global CF with insights and recommendations coming from analysis of reports and monitoring tools to give important context, inform decisions and action plans.
Serve as a lead point of contact for countries within your region of assignment and provide exceptional relationship management and stakeholder management for your internal customers
Work with country and global Customer Finance departments to build and maintain a strong credit culture across EEA
Contribute to the overall strategy and priorities of EEA Customer Finance and country-specific strategies (in some cases, leading or guiding this process) related to Credit Operations or broader Customer Finance topics.
As needed, support gathering of feedback and insights from customers and customer-facing teams via surveys, focus groups, etc. to inform improvements and innovations in our strategy and approaches to credit management.
Provide practical input to country and global credit operations strategy & standards development
Knowledge and skills
Experience & Aptitudes:
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!
Work Hours: 8
Experience in Months: 36
Level of Education: Postgraduate Degree
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