Job Title:  Credit Assessment Officer

Department: Customer Finance

Location     Zambia 

Reporting line: Credit Risk Manager

Grade: HL 13

Job Overview

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 Credit Assessment Officer role provides an amazing opportunity for the right candidate to have a direct impact on how we are revolutionizing credit and financial inclusion for the base of the pyramid. S/He will work closely with the Credit Risk Manager, customer finance team and the commercial team around credit risk analysis, and they are required to review the financial status of new and existing customers to determine their level of risk and make recommendations.

Key Responsibilities

• Support the CF team on carrying out accurate KYC, ensuring correct capturing of IDs,
• Customer Photos, financial documentations etc
• Analysis of Customer financial status by checking based of customer financial records (Bank statement/Mobile money statements, etc.)
• Assessing loan qualification for customers under review
• Assessing customer financial and personal details about the ability to repay the acquired
• loan using the system assessment tool.
• Educating customers on current payments terms again and giving them the terms and
• conditions governing the acquired loan.
• Communicate the assessment results to the applicants and sales team in a timely matter.
• Ensure all applied customers are assessed within SLA timelines
• Reviewing the credit limits of existing customers to determine if they qualify for an upgrade
• in their credit limit.
• Payoff off the customer cleared accounts.
• Educating CF Call center, sales team & field staff on applicable policies guidelines,
• processes, and procedures.
• Resolution of customer queries & key stakeholder managements
• Ad hoc tasks as assigned by Manager or Departmental Head

Required Skills & Experience

• Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint)
• Experience using data analysis tools
• Knowledge of KYC and other risk management tools
• Ability to analyze financial data
• To analyze processes/ performance and make suggestions & improvements is a big plus
• Ability to demonstrate proactivity and independent task execution
• Strong verbal and written communication
• Proficiency in one or more languages spoken by our customers is a big plus
• Flexibility with ability to work under pressure to meet deadlines

Qualifications

• 2years minimum work experience in a similar role
• Bachelor’s degree in accounting, Finance, Economics, or any related qualification
• Work experience in related areas such as energy access, last-mile product financing,
• microfinance or digital financial services is a big plus
• Strong analytical skills, attention to details and able to assess risk while protecting the
• interest of customers and the business
• High level of comfort working with data, with the ability to translate analysis to insights
• 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

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 $0.14 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 million customers and more than 5 million lives impacted so far, ENGIE Energy Access aims to remain the leading clean energy company, serving millions of customers across Africa by 2025.

https://www.linkedin.com/company/engieenergyaccess/

Job Purpose/Mission 

Majority of the EEA’s business line product value chain activities are centered around the quality of the product and the ability to serve customers fast. The backbone of these capacities revolves around the circularity agenda including repair, refurbishment, technical centers management, tools and diagnosis, waste, and end of life management (disposal and recycling), repurposing, among other important pillars, reverse logistics management, new product introductions, technical systems support (internal database) among others.

The Technical Operations Manager role is therefore positioned to propagate excellence within African Operations in these critical aspects by creating metrics to monitor operational standards, setting benchmark to compare and identify gaps in processes, procedures, and methods, identifying opportunities for cost optimization and standardization, coach in-country operations teams to adopt improvements, lean processes, and best practices.

This is an exciting role which requires creativity and tactical visioning as well as operational execution and working cross-functionally with our teams in African countries.

Responsibilities:

• Lead implementation of technical improvements within the circularity pillars of EEA including repair, refurbishment, tech center management (tools, processes), testing and diagnosis.
• Technical support for deployment of tooling changes or NPI advised from R&D hardware – create and communicate processes and procedures related to all countries and implement with the technical teams in the countries.
• Support New Product Introductions (NPI) to all countries by creating content, serialization of new products (serial-number-board), ensuring readiness of technical centers tools and systems to launch, and disseminating to heads of operations and technical teams in the country through regular trainings.
• Work closely with related teams in R&D, China Operations, Product Management to define diagnosis, refurbishment and repair strategies for existing and new products. Work with countries to examine and implement centralized vs. decentralized diagnosis and refurbishment strategies to reduce turn-around-time and increase customer satisfaction.
• Track cost optimization opportunities on core processes in the product value chain of African operations including technical operations and capacity utilization, set up of tech centers and improvement of necessary tools and processes to bring most value to EEA on IQC/assembly, repairs, and refurbishment, testing and diagnosis, increase productivity to use more refurbished hardware for warranty - in liaison with the QA and CX team. 
• Support the improvement of Inventory control tools and procedures in the operating countries especially in the areas of technical operations, together with accounting and country operations heads, lead preparation and full adoption of inventory control guidelines for technical operations.
• Create policies, processes, and procedures to share tech center best practices to achieve highest levels of operational excellence and standardization across the tech centers. Maintain repository for critical technical operations related policies, guidelines, and procedures. Update and upgrade any as required periodically.
• Track and maintain consolidated records of product end-of-life (EOL) for each country; use appropriate standards to assist and advise on EOL management including finding, due diligence, auditing, and contracting of suitable recycling partners to work with EEA. Employ technical skills to find alternative use / repurposing of EOL items to reduce disposal and e-waste.
• Track and improve the reverse logistics with countries to ensure efficiency in returning of swapped products to the tech center for refurbishment and turning them around to the field for reuse. Reduce the turnaround time.
• Develop and implement standard score card metrics to monitor the health of operations of technical operations including backlog reduction, repair and refurbishment throughput rates, product quality metrics including pass/fail, data gathering and maintenance in critical tools, and disposal / e-waste management.
• Coach and train country operations teams on improvements / best practices as needed to elevate tech center activities.

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.

Knowledge and skills:

Experience:

• Minimum 4 years of experience in operations/operations excellence/operations improvements/supply chain related fields. 
• Ability to get hands-on, analyze processes, determine gaps, and formulate solutions to improve operations. 
• Technical knowledge of formulating policies, processes and procedures suiting multiple operations. 
• Ability to work with cross-cultural teams and bring together diverse teams – cut through barriers to achieve compliance.
• Stakeholder management and ability to interact with key external partners in recycling / disposal.

Qualifications:

• Bachelor’s degree in operations/operations excellence/operations improvements/supply chain / engineering / technical projects management related fields.
• Professional certifications in lean / six sigma, engineering is an added advantage.
• Working knowledge of kaizen processes, project management, and improvements are also important.

Language(s): 

• English
• French & Portuguese are a plus.

 Technology:

• Advanced MS Office User (Excel, PowerPoint, Word)
• Knowledge of Sales and Operations tools and ERP systems, e.g., SAP, NAV for supply chain.
• Knowledge on data analysis to support critical KPIs and metrics including the use of analytical tools.

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! 

 A significant exposure to ethics risk given the geographical footprint (9 African markets) and type of activities (B2C, with large sales force on the field), this hire is critical for business continuity.

 Job Title: Head of Public Affairs & Strategic Partnerships

Reporting Line: Global Head of Strategy & Policy

Location: Any of EEA Markets

Job Grade: 18

About ENGIE Energy Access (EEA)

ENGIE Energy Access is a 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 $0.14 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, Cote d’Ivoire, Kenya, Mozambique, Nigeria, Rwanda, Tanzania, Uganda and Zambia), over 2.4 million customers and more than 12 million lives impacted so far, ENGIE Energy Access aims to remain a leading clean energy company, serving millions of customers across Africa by 2025.

engie-energyaccess.com

linkedin.com/company/engieenergyaccess

Job Purpose

The Head of Public Affairs & Strategic Partnerships will play a key role in ENGIE Energy Access (EEA). This role will be responsible for managing public affairs and strategic partnerships across the organisation, including setting the direction, driving key initiatives and partnerships, and establishing standards, tools, reporting and governance. The role will work closely with key internal leaders (especially Global Head of Department, Country Directors and the CEO) and key external partners and stakeholders.

Key Responsibilities

1. Develop and manage the overarching strategies and plans for public affairs and strategic partnerships across the organisation

2. Develop and implement standards, tools and processes to support public affairs and strategic partnerships, then work cross-functionally to implement

3. Provide reporting and governance for public affairs and strategic partnerships to senior leadership, including taking critical actions to drive forward

4. Identify and prioritise critical areas for strategic partnerships, then where appropriate (especially for corporate partnerships), lead the development and management of large-scale and high-impact partnerships

5. Continuously mitigate public affairs risks, and where matters do arise, provide subject matter expertise and planning support to leaders and coordination at the global level to ensure effective resolution

6. Provide leadership, coaching and mentorship for public affairs and strategic partnerships, both to direct reports and to those team members across the organisation with related responsibility

Detailed Responsibilities

Public Affairs

• Develop and manage EEA’s overarching public affairs strategy, including working closely with countries and other global departments to identify key policy priorities to achieve EEA’s strategic and financial objectives

• Develop and implement risk management frameworks and protocols to key public affairs risks, proactively identifying and managing, ensuring the organisation is prepared to address and resolve potential issues

• Where public affairs issues do arise, provide subject matter expertise and planning support to countries and global leads and coordination at the global level to ensure effective resolution

• Provide leadership, coaching and mentorship for public affairs, both to any direct reports and those team members across the organisation that have public affairs responsibility

• Lead ad-hoc public affairs initiatives, including policy briefs and position papers    , written and verbal communication to key stakeholders, and thought leadership

• Oversee EEA’s public and industry engagement activities, including identifying stakeholders (e.g. government, industry associations and community organisations), developing an engagement approach, monitoring engagement success and managing information (e.g. documents, data)

• Act as a spokesperson for the organisation on public affairs issues, representing EEA in meetings, conferences, and other forums

Strategic Partnerships

• Oversee the overall organisational approach to strategic partnerships, ensuring alignment with ENGIE Energy Access' mission and strategic objectives

• Identify and prioritise critical areas for strategic partnership development, focusing on opportunities that align with ENGIE Energy Access’ strategic goals

• Align on responsibilities for managing partnerships with other key functions within the organisation, promoting a collaborative and integrated approach

• For identified key partnership areas (especially corporate partnerships), identify, engage and secure large-scale strategic partnerships, leveraging our strengths and capabilities to maximise impact

• Develop and implement policies and procedures for partnership management, ensuring consistency and efficiency across the organisation

• Oversee a centralised system for tracking and reporting on strategic partnership activities, ensuring transparency and accountability

• Continually monitor, report on and evaluate the effectiveness of partnership strategies, making adjustments as necessary to achieve desired outcomes

Experience, Knowledge & Skills

• At least 10-15 years of relevant experience, ideally in public affairs, strategic partnerships, business development / administration, international relations or policy, across either the public or private sectors

• Proven leadership managing partnership efforts and experience with key stakeholders across the public and private sector, including national governments, multinational organisations, philanthropic and private sector players across the value chain

• Experience in complex, fast-paced, entrepreneurial environments in global organisations, ideally with multiple offices and a matrix environment

• Strong execution and organisational skills, with the ability to manage multiple projects and successfully deliver against key priorities

• Strong strategy and visioning skills, with the ability to set and communicate objectives to key stakeholders, including being able to clearly articulate the case for change

• Outstanding stakeholder engagement and written / verbal communication skills, with the ability to develop meaningful and productive relationships with a diverse set of internal and external stakeholders

• Experience in the global development sector, with a focus on Africa, would be desirable

• English is mandatory, with French, Portuguese or Swahili a plus

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!  

Job Title:  Service Delivery Manager 

Department: Technology 

Reporting Line: Global Head of Technology  

Location: UG preferably or any Country with an existing EEA office 

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 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 1,700 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.  

www.engie-energyaccess.com 

Position Overview: 

We are seeking an experienced and proactive IT Service Delivery Manager to join our dynamic team. As an IT Service Delivery Manager, you will be responsible for overseeing the efficient delivery of IT services, ensuring seamless operations, and maintaining high-quality customer satisfaction. Your expertise in managing IT service teams and optimizing service processes will be essential in driving our organization's success. 

Key Responsibilities: 

1. Team Leadership: Lead, mentor, and motivate a team of IT service professionals to deliver exceptional customer support and technical solutions. Foster a collaborative and high-performance work environment. 

2. Service Quality Assurance: Develop and implement strategies to ensure the delivery of high-quality IT services that meet or exceed customer expectations. Establish and monitor service level agreements (SLAs) to measure performance and implement improvements as necessary. 

3. Incident Management: Oversee the timely resolution of incidents and service requests. Coordinate with technical teams to address critical issues, minimize downtime, and restore services efficiently. 

4. Change Management: Implement and manage ITIL-based change management processes, ensuring seamless service transitions and minimizing risks to business operations. 

5. Service Improvement: Continuously evaluate service performance, identify areas for improvement, and implement process enhancements to optimize service delivery efficiency and effectiveness. 

6. Vendor Management: Collaborate with third-party vendors and service providers to ensure they meet contractual obligations and deliver services according to agreed-upon standards. 

7. Budget and Resource Management: Work closely with the IT leadership team to manage the IT service delivery budget effectively and allocate resources efficiently. 

8. Reporting and Analytics: Generate regular reports on service performance metrics, customer satisfaction levels, and incident trends. Utilize data insights to make data-driven decisions and implement improvements. 

9. Stakeholder Communication: Develop and maintain strong relationships with key stakeholders, including department heads, executives, and business partners. Provide regular updates on service delivery performance and initiatives. 

10. Risk Management: Identify potential risks and proactively implement measures to mitigate them. Ensure compliance with relevant industry regulations and security standards. 

Qualifications and Experience: 

- Bachelor's degree in Computer Science, Information Technology, or a related field. 

- Proven experience (X years) as an IT Service Delivery Manager or in a similar leadership role in IT service management. 

- Strong understanding of ITIL principles and best practices. 

- Excellent leadership, communication, and interpersonal skills. 

- Demonstrated ability to manage multiple projects and prioritize effectively. 

- Solid analytical and problem-solving abilities with a data-driven approach. 

- Previous experience in vendor management and contract negotiation is desirable. 

- Certifications such as ITIL, PMP, or other relevant credentials are a plus. 

Join our passionate team and play a pivotal role in delivering top-notch IT services to our organization and clients. If you thrive in a fast-paced environment and have a track record of driving service excellence, we encourage you to apply for this exciting opportunity as an IT Service Delivery Manager. 

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!  

Job Title: Customer Finance Operations Manager   

Department: Customer Finance 

Reporting line: Head of Customer Finance & IT 

Location: Kampala, Uganda 

Job Grade: 15 

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 1.9 million customers and more than 9 million lives impacted so far, ENGIE Energy Access aims to impact 20 million lives across Africa by 2025. 
 

www.engie-energyaccess.com www.linkedin.com/company/engie-africa 
 

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 Customer Finance 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. 

Responsibilities 

Customer Finance Field and CX Operations Management 

• Monitor performance and report on performance of all Customer Finance activity. 

• Work closely with Commercial, CX and CF 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 our customer facing teams and get regular feedback and ideas from these teams to improve how we run our operations. 

• Work closely with the CF Data Analysts to track deliverables on pilot projects & initiatives. 

• Carry out the field/CX team compensation processing obligations each week and month. 

•  Field Team Digital Tools Optimization. 

• Implement and track Customer finance initiatives (e.g. Home Visits, Repossessions, Tamper Response Planning, Field Team Compensation, etc.) 

• Manage and track all cost/expenses of the Department. 

• Manage system database with respect to Customer Journey strategies (Calling Scripts, SMS Scripts, SMS Broadcast frequency etc.) 

• Track SMS success rates and resultant portfolio impact. 

• Groups Management. 

Stakeholder Management 

• Work with the various stakeholders – CX, Product, Ops & Commercial at both the country and central level to support business deliverables. 

• Work closely with the Marketing team 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 and CX 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. 

• Identify research projects that aim to improve our credit operations in all areas and work closely with the CF Data Analysts to support pilots and A/B Tests. 

• 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 standards and processes are well documented, regularly updated, and made available to applicable team members for reference and development of training materials. 

Owning the UG customer journey 

• Owning the “live” document for UG customer credit journey Identifying pain points/areas for improvement. 

• Bringing various teams together to work on ideas/plans to address key pain points in the customer credit journey. 

• Perform ad-hoc credit-related analyses and develop key insights and trends to aid the consumer finance leadership to make strategic decisions based on data. 

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. 

Team Building & Management 

• Build a team that is passionate about our mission and embodies EEA values. 

• Manage the team and day-to-day operations related to Customer Finance. 

• Mentor the team to continuously build their critical thinking and execution skills so that they can maximize their contributions to EEA and grow with the company. 

Global cross-pollination 

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

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 decisions 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.  

Knowledge and skills  

Experience: 

● Minimum University degree in Economics, Banking, Finance, Accounting, or related field 

● 4+ years’ work experience analytics, credit support or similar, particularly in sectors like Retail financial services or any related field. 

● 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. 

Qualifications: 

• Minimum University degree in Economics, Banking, Finance, Accounting, or related field. 

Language(s):  

• English 

• Any other local language 

 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 

• Being tech-savy is a must. 

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! 

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 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 1,800 employees, operations in nine countries across Africa (Benin, Côte d’Ivoire, Kenya, Mozambique, Nigeria, Rwanda, Tanzania, Uganda, and Zambia), over 1.9 million customers, and more than 9 million lives impacted so far, ENGIE Energy Access aims to impact 20 million lives across Africa by 2025.

www.engie-energyaccess.com

www.linkedin.com/company/engie-africa

Job Purpose 

Responsible for leading and managing a team of Acquisition & Collection Agents, Installation Technicians, Dual Contractors, and their customers – responsible for the full customer cycle i.e., Acquisition, Collect, Recover, Maintain, and Fulfil.

Responsibilities

• Business Management
  • Develop and implement the acquisition operational strategies within the allocated Region, as well as align with the Region acquisition targets.
  • Organizing acquisition activities and functions in the field to achieve targets, revenues, and desired quality of acquisition.
  • On-time and high-quality system installations at the customers’ premises or any other location as directed by ENGIE Mobisol.
  • Train Acquisition Agents, Dual Contractors, Collection Agents, Installation Technicians, Maintenance Technicians, and in applicable policies, guidelines, processes, and procedures.
  • Organizing and facilitating regular team meetings according to guidelines provided by Zonal Business Manager standards.
  • Mentoring each Acquisition Agent, Installation Technician, Maintenance Technician, Dual Contractor to enhance operational performance, motivation, and engagement.
  • Training and coaching of Acquisition Agents on topics including pitching, acquisition conversation, negotiations, closing, and building of strong and long-lasting relationships with customers.

• Stock Management and Coordination (this applies to the MySolShop and 3PDs assigned to your Area:
  • Provide weekly, monthly, and quarterly shop inventory status reports to the Inventory and Logistics teams.
  • Conduct monthly, quarterly, and End-of-Year physical stock audits (stock-taking) for the shop and/or 3PDs.
  • Responsible and accountable for the stock (New, Repossessed, Returns, Spare parts, and Demos) in the shops and/or the 3PDs.
  • Responsible and accountable for stock losses in the shops and/or 3PDs and for the recovery of the stock losses.
  • Adhere to and abide by the Asset Management and HSE policies of ENGIE Energy Access Tanzania.

• Managing Installation Technicians and MINTs
  • Coordinate Installation Technicians and Maintenance technicians to ensures systems are installed and maintained.
  • Support recruitment of new Installation and maintenance technicians in the acquisition Region.
  • Prepare the monthly installation monitoring report for the Zonal Service Coordinator
  • Review Control monthly commission payments and payroll follow up on faulty installations and inform Finance Department about deductions.
  • Ensure repossessions are aligned and coordinated effectively and efficiently with focus to both customer and business profitability
  • Identify the need for and recruit new contractors with support from Service Network Team Leader
  • Responsible for disciplinary for installations and maintenance technicians

• Portfolio Monitoring: 
  • Gathering benchmark data for assessment purpose and analysis of causes of portfolio deterioration.
  • Conduct initial assessment to establish the applicant's character to eliminate the risk of default.
  • Managing assigned portfolio by attending work-out categories that should be applied to customers in late repayment such as recovery, extension of grace period, rescheduling, or repossession.
  • Providing regular portfolio, compliance and routing report to the Supervisor as required
  • Ensure remedial action is taken when required to keep performance in line with business objectives.
  • Completing assigned tasks in line with applicable policies, guidelines, processes, and procedures.
  • Review and update credit and loan files.
  • Weekly planning and conducting field visits to undertake loan workout activities such as recovery, rescheduling or repossession and further find out why customers are not repaying and advise them on repayment options.
  • Handle customer complaints and take appropriate action to resolve them.
  • Follow up and solving all difficult cases that may involve missing customers, theft, forgery etc.
  • Informing and reporting to ZBM about weekly routing, field visits, and difficult customer cases which need either in-depth negotiation or legal measures.

• Subordinates Effectiveness: 
  • Managing the daily work and activities of shop acquisition and collection agents.
  • Deal with complex scenarios that may occur at the shop such theft, fire, violence etc.
  • Participating in the recruitment of new acquisition and collection agents and training of new and agents. 
  • Conduct periodic performance review of acquisition and collection agents.  

• Other  
  • Ensure Health, safety and environmental standards are adhered to, through Zonal Service Coordinators.
  • Undertaking any other duties which may be assigned by the Supervisor.

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.

Key Accountabilities:

1. Acquisition
2. Collections
3. Active Customers (Portfolio) Management
4. Customer Retention and Churn Management
5. Hub Profit & Loss Management

Knowledge and Skills

Experience

• 2+ years of relevant sales and operational management experience in a medium sized company
• Previous experience in a managerial position is an added advantage. 
• Experience in Customer Relationship Management
• Previous experience in Credit Management activities/roles

Qualifications

• Degree and/or experience in Sales and marketing, Business Administration, Microfinance or its equivalent.
• Ability and passion for coaching and training. 
• Strong ability in planning and organization. 
• Excellent Verbal communication skills with customer focus.
• Willing to travel/be assigned to work in any geographic area in Tanzania. 

Language(s): 

• Fluency in Swahili and English languages with excellent verbal communication skills.  

Technology:

• Experience in using Microsoft applications, computer, and smartphone literate.  

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 is 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! 

Job Title:  Customer Finance Data Analyst 

Department: Customer Finance 

Reporting line:  CF Strategy & Analytics Lead 

Location: Kampala 

Job Grade: HL 15 

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 1.9 million customers and more than 9 million lives impacted so far, ENGIE Energy Access aims to impact 20 million lives across Africa by 2025.  

www.engie-energyaccess.com    

www.linkedin.com/company/engie-africa 

Job Purpose/Mission   

The Data Analyst Role provides an amazing opportunity for the right candidate to have a direct impact on how we are revolutionizing credit and financial inclusion for the base of the pyramid. He/she will work closely with the Head of Customer Finance & IT, the wider customer finance team and the commercial team, using quantitative and qualitative data to deepen our understanding of customer repayment behavior and performance across various dimensions of the portfolio and credit cycle and continuously improve how we efficiently and effectively manage Credit Risk and the Customer Credit Cycle. He/she will directly lead day-to-day research and analytics for Customer Finance-related projects. 

The role has the potential to grow in responsibility over time and develop into one where you would lead the overall data analysis and reporting at country level. Taking information from all the various sources we have and building reports and insights of portfolio performance at country level. 

Responsibilities:

Helping leadership and the Field Team gain better access to the data/information they need to effectively manage the credit cycle 

• Working with wider team to understand data/information needs. 

• Using tools like SQL and Tableau to build queries and dashboards to easily communicate key KPIs for both higher-level and operational reporting. 

• Organizing the dashboards/ data for the Field team in a more coherent way to make it easier to search and find data. 

• Helping build team capacity with SQL/Tableau. 

• Ad hoc analysis / dashboards as needed to assist decision making and operational improvement. 

• Regular Deep dive analyses into our extensive data collections to improve different parts of the credit management cycle. 

• Portfolio performance monitoring & reporting. 

Leading day-to-day research and analytics for Customer Finance related projects. 

• Managing the pipeline of CF data related research projects including designing of projects upon request.

• Working with wider team to understand areas for potential new projects. 

• Leading the analysis of the projects, communicating and documenting findings (dashboards, summaries, presentation, and regular feedback to other commercial teams for continuous improvement) 

Knowledge and skills  

Experience: 

• 3-4yrs experience in a data analyst role and/or a company working with the same kind of customers and field team as ours, preferably in energy access, asset financing, microfinance etc. 

• Solid experience working in an organization working with the same kind of customers as ours is a huge plus. 

• Experience working in a directly related field such as energy access, last-mile product financing, microfinance or digital financial services is a big plus. 

• Demonstrated experience building out analysis/dashboards that have had a direct impact on improving operational performance. 

• Experience working on projects that require cross-functional buy-in and collaboration. 

• Good data analysis skills and a strong desire to continuously learn more in this area to help others make data-driven decisions/recommendations  

• Strong written and verbal communication skills (English) to understand pain points, generate buy in and effectively communicate results 

• Ability to build dashboards that communicate data in a way that implementing mangers can easily understand and make decisions with 

• A passion for Engie Energy Access and our customers!  

Qualifications: 

• A minimum of bachelor's degree in a related/quantitative subject such as Energy, Finance, Microfinance, Engineering, Physical sciences would be a plus. 

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)  

• Good Experience using data analysis tools e.g Excel, SQL, Python/R etc. 

• Experience with communicating data with data visualization tools like Tableau/PowerBI/Python/R 

• Being tech savvy, confident in your ability to work with new data/tech tools and continuously looking to build your data analysis, visualization and communication skills is a must!  

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!