Credit Operations Specialist

Job Title:  Credit Operations Specialist

Department: Customer Finance

Location: Zambia  

Reporting line:  Credit Operations Manager

Grade: HL13

Job Purpose

The Credit Operations Specialist is fundamental to the successful implementation of EEA’s Customer Finance Strategy and in achieving of its organizational goals. The Credit Operations Specialist will work cross-functionally with a wide range of teams and external stakeholders. The role holder will provide functional support to the Credit Operations Manager in ensuring that the back-office operations of the Customer Finance department are conducted efficiently and effectively. The role is key in the application of operational processes, procedures, policies, systems and tools in the achievement of EEA’s loan book management. The Credit Operations Specialist will work closely with the Operations, Commercial and Finance functions, providing support for the effective booking of loans, scheduled repayment facilitation, preparation of reconciliations, collections system processes oversight and revenue assurance checks. The Credit Operations Specialist will also provide support in the monitoring of the customer-onboarding Welcome Call KPI delivery.

Responsibilities

Customer Finance Systems and Process Operations Management

• Discharge of Power Hub functions and capabilities.
• Recommendation of system enhancements and issue resolution in collaboration with technical support teams.
• Monitor performance of the Welcome Call teams to ensure performance before set standard is quickly escalated and addressed.
• Application of digital tools.
• Track all cost/expenses of Credit Operations activities.
• Manage system database with respect to Customer Journey strategies (Calling Scripts, SMS Scripts, SMS Broadcast frequency etc.)
• Monitor SMS success rates and resultant portfolio impact

Stakeholder Management

• Work with the various stakeholders – CX, Product, Ops & Commercial at both the country and central level to support business deliverables
• Integrate new customer communications channels and content to improve repayment behavior

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
• Identify research projects that aim to improve our credit operations in all areas and work closely with the CF Data Analysts to identify opportunities to improve loan portfolio performance.
• Support 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
• Participate in ensuring 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

Global cross-pollination

• Collaborate with other EEA market teams & EEA Central team to leverage best practices from EEA Zambia
• Implement best practices from the EEA network and brainstorm solutions to common challenges.

Required Skills & Experience

• Minimum University degree in Economics, Banking, Finance, Accounting, or related field
• 3+ years’ work in financial services operations, loan management system expertise, experience in analytics, credit support or similar, particularly in sectors like Retail financial services or any related field.
• Strong interpersonal skills with high degree of clarity in communication.
• Experience in delivering presentations to stakeholders.
• 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

Language(s):

• English
• 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 e.g. Excel, SQL, Python/R etc. To analyze processes/ performance and make suggestions & improvements is a big plus
• Familiarity with global technological advancements is a must