Collections Manager
Posting date : 22/04/2024
Requisition ID : 26918
Collections Manager
Job Title: | Collections Manager |
Department: | Customer Finance |
Reporting line: | Head of Customer Finance |
Location: | Nairobi Kenya |
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 minigrids foster economic development by enabling electrical productive use and triggering business opportunities for entrepreneurs in rural communities. With over 1,700 employees, operations in nine countries across Africa (Benin, Côte d’Ivoire, Kenya, Mozambique, Nigeria, Rwanda, Tanzania, Uganda, and Zambia), almost 1.5 million customers and over 7 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 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 Collections Manager will be responsible for securing timely repayments through Call Centre Agents, supporting their daily activities, maintaining positive relationships with customers, minimizing, and controlling losses to the loan portfolio through proper management of the assigned accounts in default.
Responsibilities
Monitoring & Process Management
- To oversee and assist in the monitoring and analysis of customer accounts for non-payments, delayed payments and other irregularities
- To ensure the cost of pursuing a customer debt is reasonable through cost / benefit analysis
- Monitor telephone reports on a weekly basis to ensure contact per day quota is achieved
- To monitor appropriate collections activity to ensure customers pay to agreed terms
- To monitor the quality of the team's customer calls and develop actions to improve service standards
- To monitor team performance against financial and other targets and alert the line manager of situations that may lead to variance from plans
Team Management
- To maximise revenue collection and debt recovery
- Verify that team members get the appropriate training and apply their knowledge and skills to the job
- Supervise and direct the daily activities of contact center collection officers
- To ensure that the team deals with all customer complaints in line with the complaints process and adhering to the Code of Conduct
- To plan and manage the day-to-day workflow and performance of the team ensuring that targets and customer service standards are achieved and maintained
- Supervises recoveriesand collection activities which involves training, mentoring, and coordinating of assignments to ensure timely reporting and meeting of deadlines/KPI.
- To hold regular team meetings to timely and effectively communicate departmental plans and targets, discuss issues and recognise success
- Manage the overdue and support on Welcome call process
- Ensure all agents adhere to call regulations
- Ensure Xdesk and other working tools are working well or else escalating issues arising
- Ensure the team is capturing the right information
Reporting
- Participation in collection analysis functions and various other credit related duties
- Ensure Collections and Recoveries monthly reports are prepared and where necessary appropriately distributed
- Identify and report any incident that may affect operational results
- Assist in ad-hoc credit/collections related exercises as required
- Analyzing the effectiveness of collection activities and recommending alternative courses of action to gain optimum results
- Review daily reports relating to area of responsibility, taking corrective action required to obtain objectives
- Identify the negative trends and notify them to the manager of the Credit Recovery Center, enclosing the proposed solutions to mitigate them
- Calculate commission for each field agent and request Field commissions to Finance after approval from manager and ensure payments are done in a timely manner
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 A2E 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.
Experience:
- 5 years’ Experience in portfolio management/microfinance or its equivalent with a focus on loan collections and recovery.
- Experience in team Management.
- High Level of familiarity with typical income, expenditure and cashflow patterns of rural and per -urban households and micro-enterprises in assigned portfolio, including farmers, animal breeders, business owners and employees.
- Professional experience in traditional bottom of the pyramid (BoP) lending techniques preferably in microfinance sector
- Strong customer Negotiation skills.
- Knowledge about market and business risks associated with typical Mysol customers
Qualifications:
- Bachelor’s degree in business or related field
- Portfolio management certificate will be an added advantage
Language(s):
- English
- Kiswahili
Technology:
- Computer literacy, particularly good working knowledge of Microsoft Excel and power-point
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!