Customer Finance Officer

POSITION DESCRIPTIO 

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 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), 2.5 million customers and more than 12.5 million lives impacted so far, ENGIE Energy Access aims to impact 20 million lives across Africa by 2025. 

Job Purpose/Mission  

The Customer Finance Officer is 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 Customer Finance Manager 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 all strategies and initiatives developed by the organization. S/He will directly support with Customer Insights, executes surveys on various topics related to specific projects, activities and initiatives for customer and field team feedback, & manage scheme relationships. Further, S/he will manage all system payment issues and any other CF related adhoc tasks assigned.

Responsibilities: 

Operations, monitoring and support. 

• Work closely with Commercial, Customer Experience and Customer Finance 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 the field team and get regular feedback and ideas from this team to improve how we run our operations.

• Resolution of Customer queries and agents queries

• Field team digital tools optimization.

• Implement and track Customer finance activities and initiatives (g. home visits, repossessions, tamper response planning, field team compensation and other Ad hoc tasks as assigned

• Implementing the strategy for managing field visits, default, flow rates & reactivations

• Consistent and productive engagement with the Field Team

• Support with managing credit pilot designs, initiatives and implementation & reporting

• Manage credit campaigns and any CF Operations project deliverables

• Identify areas for potential Initiatives to optimize CF effectiveness and efficiency

• Conducting customer insights research and data analysis surveys

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

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

• 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

• Periodically carry out the field team compensation processing obligations including each week and month.

• Track SMS and promos success rates and resultant portfolio impact.

• Communicate on a regular basis with Line Manger to ensure alignment and have support for country strategies and escalations to other department or units

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.

• 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.

• Implementation & continuous improvement of Field Collection Tools

• Ensure the provision of ongoing training and development of teams

• Ensure that holders of all critical functions are suitably skilled and qualified for their roles ensuring that they have adequate credit knowledge to mitigate credit risks

• Driving development and implementation of credit culture, inherent principles, and values in alignment with ENGIE’s purpose, principles, and values.

• Loans management in the system

- Act with integrity: As an ethical leader team member 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 team member and lead you walk the talk. You empower and coach your team with trust and humility.  

Required Skills & Experience  

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

• 2 years’ work experience, in 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.

• Commitment to spending time in the field to support and mentor field teams. 

• Strong analytical skills, attention to details and able to assess risk while protecting the interest of customers and the business.

• Leadership, management, organizational and people management skills.

Language(s):   

• Portuguese (basic English is a plus)

• Proficiency in one or more local languages is a big plus.

Technology:  

• Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint).

• Experience using data analysis tools eg. Excel, SQL, Python/R etc. To analyze processes/ performance and make suggestions & improvements is a big plus.

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!