Credit Operations Manager

Location: Any EEA country of operation or Berlin (Germany)

Job Grade: 16

About ENGIE Energy Access

ENGIE Energy Access is a leading Pay-As-You-Go (PAYGo) and mini-grid 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. With over 1,800 employees, operations in nine countries across Africa, over 2.5 million customers and more than 12 million lives impacted so far, ENGIE Energy Access aims to impact 30 million lives across Africa by 2030.

• With EEA selling its products on credit to hundreds of thousands of individual customers every year, EEA’s Customer Finance function plays a key role in the success of the business.
• The Global Customer Finance function supports EEA’s operating entities on credit product design, workflow enhancement guidance, portfolio management tools and capacity building.
• Within the Credit Operations Team of the Global Customer Finance function, we work on operational standards, workflows, systems and tools for EEA’s dedicated call centers, field teams and back-office teams to help support customer repayment.
• The Credit Operations Manager provides proactive, informed and results-oriented support to country Customer Finance departments on all areas related to achievement of Customer Finance and Credit Operations targets.

Key Responsibilities

• Operational Excellence in Credit Operations. The role is responsible for informing the operating practice and for ensuring the adequacy of processes, systems, tools and team capacity in each EEA market to execute across the credit cycle:
  • Standards, Policies & Procedures. Conceptualize, document & maintain EEA-wide Standard Operating Procedures (SOPs) and other Credit Operations workflow documents.
  • Digital System & Tools. Support the translation of Credit Operations workflows and standards into Digital development specifications.
  • Localization & Configuration. Provide direct support to countries in the localization of strategies, processes and standards related to credit operations.
  • Standards Adoption. Support in change management and for the adoption of standards, tools and practices.
  • Training, Performance Management and Incentives. Support the translation of credit operations processes into global standards.
  • Innovation. Lead or support in process design, piloting and scaling of workflows, tools, and other credit cycle innovations.
• Country Level Planning & Implementation
  • Annual Planning. Contribute materially to the annual strategic CF planning process.
  • Action Plans. Provide direct support to EEA markets on regular action plan development.
  • Turnaround Scenarios. Provide focused attention and support to underperforming countries.
  • General Implementation & Support. Provide direct support and coordination for those markets with limited planning or execution capacity.
  • Day-to-Day Support & Troubleshooting. Provide material support for day-to-day credit operations and change management.
• Monitoring, Analysis & Insights
  • Performance Reporting. Design credit operations reports and dashboards for KPI tracking.
  • Performance Analysis. Conduct regular analysis of credit operations and drive insights for decision makers.
  • Best Practices and Insights. Share information and work with country teams to capture and document better practices.
  • Compliance. Work with credit stakeholders to ensure compliance and quality assurance routines.
  • Cross-Functional Service Level Monitoring. Support monitoring of cross-functional processes and agree on service level standards.
  • Ad Hoc Research & Analysis. Support ongoing research & analysis related to credit operations.
• Fostering Credit Culture
  • Credit Culture. Foster a strong credit culture and understanding of credit principles.
  • Leading Leaders. Recognize, empower, mentor, and encourage country leaders and managers.
  • General Capacity Development. Support capacity development on credit operations topics.
• Cross-Functional Stakeholder Management
  • Internal Stakeholder & Relationship Management. Create and maintain positive working relationships with internal stakeholders.
  • Internal Advocacy. Represent CF’s credit operations perspective vis-à-vis other Group functions.

Qualifications and Skills

• 5+ years of professional experience in credit operations, portfolio management or a related field; work experience in Sub-Saharan Africa in the off-grid energy sector is a plus.
• 3+ years of domain experience in credit-related project management or other data-smart lending operations; exposure to individual micro lending technology is a plus.
• Can-do attitude, problem solving skills, and strong analytical and presentation skills.
• High level of professional curiosity and interest in operational efficiency.
• Strong and confident communicator; detail-oriented with an ability to support colleagues.
• Empathy and stamina in collaboration with a broad range of stakeholders.
• Familiarity with the characteristics of our customer base.

Qualifications :

• University degree required; degree in economics, development economics, business, finance, microfinance or a related subject is desired.
• Certification in a relevant topic is a plus.

Language(s) :

• English written and spoken fluency required
• French, Swahili or Portuguese is a plus

Technology :

• Proficiency with standard Microsoft Office software packages is required
• Experience with Tableau or other data visualization tools is a plus
• Experience in financial product development and/or in development of digital tools is a plus
• Ability to develop SQL queries is a plus

This position involves 30% to 50% business travel to other EEA countries of operation.

ENGIE is an equal opportunity employer, promoting diversity and committed to creating an inclusive environment for all.

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