Job Title: Uganda Field Credit Operations Specialist
Organisation: ENGIE Energy Access (EEA)
Duty Station: Kampala, Uganda
Reports to: Head of Customer Finance & IT
About US:
ENGIE Energy Access (EEA) 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 1.2 million customers and more than 6 million lives impacted so far, ENGIE Energy Access aims to remain the leading clean energy company, serving millions of customers across Africa by 2025.
Job Summary: They’ II work with the Customer Finance Operations Manager and the Head of Customer Finance to ensure that we’re applying 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.
They’ll work with the Customer Finance Operations Manager and the Head of Customer Finance to ensure that we’re applying 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.
Key Duties and Responsibilities:
Credit Field Operations Monitoring and Support
- Keenly monitor dashboards and report on the performance of all Customer Finance related work happening in the field, help the relevant teams in creating action plans to course-correct where needed.
- Work closely with the Customer Finance Operations Manager and Commercial to align on ambitious but achievable targets for Customer Finance activities in the Commercial.
- Work very closely with the Customer Finance Operations Manager and Regional Commercial Managers to ensure that the field team has the right structure, training, tools, and systems to effectively support our customers to have an exceptional onboarding experience and to complete their loans on time or early.
- Provide very close support to the commercial team in planning and implementing Customer Finance Promotions and field collections interventions.
- Help foster and encourage a “culture of credit”, understanding of and compliance to standards and performance management against credit KPIs amongst the Commercial team and get regular feedback and ideas from this team to improve how we run our operations.
Owning Commercial-Credit pilots end to end, from conception to operationalization
- Working with teams to understand the needs and justification of pilots/new initiatives.
- Owning the design of the pilot/initiatives.
- Rolling out the pilot in partnership with various team members – project management
- Establishing the tracking of the pilots, monitoring ongoing progress and continuous improvement.
- Helping to control costs of the pilots and ensuring they stay within budget
- Summarizing and communicating results and building case for full rollout (of successful pilots)
- Documenting and recording the pilot for future reference.
- Ensuring smooth handover/operationalization of the pilots to the relevant commercial teams.
Customer Communications
- Work closely with the Marketing team and the CX Credit Operations Specialist to ensure that our customers communications are periodically reviewed and revamped.
- Work with the Marketing team and the CX Credit Operations Specialist to integrate new customer communications channels and content to improve repayment.
- Support on communication of regular customer repayment promotions.
System Design & Continuous Operational Improvement:
- Work very closely with the Customer Finance, Commercial and CX Teams to continuously identify gaps in the current systems or areas for improving the efficiency and effectiveness of existing Customer Finance related processes.
- Ensure that all current standards and processes are well documented, regularly updated, and made available to applicable team members for reference and development of training materials.
Qualifications, Skills and Experience:
- The applicant must hold a bachelor’s degree. In a related subject such as energy, finance, microfinance, engineering, project/operations management.
- Comfort with basic data analysis tasks and a desire to learn more in this area to make data-driven decisions/recommendations.
- Strong written and verbal communication skills (English) to understand pain points, generate buy in and effectively communicate results
- Experience with customer journey mapping, customer segmentation and/or creating solutions with human-centered design is a big plus
- Project management experience – being able successfully take a project from idea to implementation
- A strong desire to spend time understanding the unique challenges of our customers and field team
- Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint)
- Experience with (and strong desire to develop skills in) Data Analysis tools e.g., Excel, SQL, Python/R etc.
- Experience working with mobile based apps/tools.
- Experience with communicating data with data visualization tools like Tableau/PowerBI is a plus.
- Language(s): English fluency (writing, speaking and reading). Fluency in at least one local language will be an advantage.
How to Apply:
All candidates should apply online at the link below.