ENGIE Announces Job Vacancies | Job Details And How to Apply

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 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 field teams in their responsibilities related to collections. They’ll work extremely closely with the Commercial Team to support in effectively carrying out Customer Finance related field activities 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.

The roles requires the Field Operations Manager to spend at least 40% of her/his time in the field.

Responsibilities

Field Team Activity Monitoring & Oversight – 20%

• Work closely with Commercial, CX and CF teams to align on ambitious but achievable targets and benchmarks for the activities to be carried out in the field related to collections and repossessions and the targeted outcomes on credit performance improvement
• Manage first missed payment escalation routines
• Manage handling and reassignment of orphaned customers
• Routinely monitor the capacity requirements per each Hub as per the Orphaned Portfolio, and ensure this information is trickled down as targets for the Regional Trainers, responsible for hiring the Collection Champions
• Responsible for ensuring proper training and compliance on sales processes and field escalation activities
• Implement and track field initiatives (e.g. Home Visits, Repossessions, Tamper Response Planning, Field Team Compensation, etc.)
• Monitor and report on performance of all Field Recovery Operations, on a weekly and monthly basis, from collection champions, sales agents, hub operators as well as technicians.
• Generate reports on our Field 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 Field Operations and make sure they are escalated appropriately
• Work with the Finance team to accurately manage and track all field cost/expenses related to credit activities (especially those within the Customer Finance department) to ensure our OpEx remains within the appropriate corridors.
• Work with the data analyst on ad-hoc credit-related analyses and develop key insights and trends to aid the consumer finance leadership to make strategic decisions based on data.
• Work closely with the Commercial teams in the field, mainly Regional Managers, Regional Trainers & Territory Leads, sharing insights on the credit performance of their regions, acting as a strategic support partner for them in order to improve their credit metrics through enhanced field operations and routines.

Field Team Day-to-Day Capacity, Performance Management & Support – 50%

• Directly Manage the Fraud and Repossession coordinator making sure that these sensible operations are being adequately supervised and monitored
• Coordinate weekly team call with Regional Trainers and Regional Managers to identify actions and help in prioritization, activity planning, support on resources required, and to review actions of prior week and results
• Communication to field teams
• Coordination of weekly collection drives with the Regional Trainers
• Troubleshooting & escalation of issues
• Classroom & on-the-job training
• Support on recruitment & onboarding
• Support Commercial and CX to implement regular customer repayment promotions and internal repayment campaigns through communication to the field teams
• Support and mentor Regional Trainers in building a field team that is passionate about our mission and embodies EEA values, train, onboard and build capacity of the Commercial field team.
• 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
• Review & sign off the compensation / commissions prepared by the CF Data Analyst

Documentation & Stewardship of EEA Kenya Customer Finance Standards – 10%

• Ensure the Kenya credit escalation framework and all related documents are updated to the current strategy and standards and maintained as an accurate “live” reference document on SharePoint
• Ensure that all current field standards and processes are well documented, regularly updated, and made available to applicable team members for reference and development of training materials
• 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

Continuous Improvement of Escalation Standards, Process & Workflow Design & Tools – 10%

• Lead the implementation of new standard processes, digital tools and workflows, getting buy-in from the implementing team and ensuring they have the right tools, resources and support to successfully roll out
• Get regular feedback and ideas from field teams to improve how we run our field operations and improve our processes and tools
• Identify pain points/areas for improvement in the overall credit escalation framework and standard processes and bring teams together to work on ideas/plans to address key pain points in the escalation path or key processes.
• Work with the Head of Customer Finance and the Head of Commercial to ensure our field compensation schemes are incentivizing the appropriate behavior we want to see reflected in the field and optimizing credit performance
• Support Field Team Digital Tools requirements gathering, improvement and optimization, identifying gaps in the current systems or areas for improving the efficiency and effectiveness of existing Field Operations processes.

Cross-Functional Collaboration & Stakeholder Management – 10%

• Collaborate closely with the call center and field teams to ensure coordination of activities related to the credit cycle, the credit escalation framework and the overall customer journey
• Attend commercial performance review and strategy meetings to ensure close and constant collaboration with Commercial teams
• Collaborate with other EEA market teams & EEA Global team to leverage best practices from EEA Kenya, implement best practices from the EEA network and brainstorm solutions to common challenges.
• Work with the various stakeholders – CX, Product, Ops & Commercial at both the country and global level to support business deliverables and to coordinate on shared processes, standards, etc.

Required Skills & Experience

• Minimum University degree in Economics, Banking, Finance, Accounting, or related field
• 4+ years’ work experience in a similar role coordinating, supporting or managing field team activities, particularly in sectors like credit collections, retail financial services, or other related fields.
• Strong interpersonal skills with high degree of clarity in communication
• Strong analytical and data skills and ability to use data to drive insights and performance results
• 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 is a plus
• 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 mentoring field teams
• Experience in working directly with commission-based field agents will be an advantage

Language(s): 

• English
• Kiswahili

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
• Experience working with Loan Management Systems, ticket management systems, and mobile applications in support of management of the credit cycle and general collections and recoveries is a plus
• Being tech-savvy and a fast learner of new technical tools is a must

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

Job Purpose/Mission

Responsible for effective and efficient procurement of various company goods and services, Supplier Contract Management, and all relevant documentation through use of best practices.

Responsibilities

• Sourcing for suppliers and their prequalification according to the ENGIE Energy Access Kenya’s policies
• Carrying out Procurement Functions for ENGIE Energy Access Kenya, its employees, its related parties in a timely manner and in accordance with approved Procurement Policies and Processes.
• Engagement in continuous development and improvements of the company’s procurement process to save costs, ensure timely delivery of goods and services.
• Ensuring all relevant procurement- related documents are in place and properly filed.
• Ensuring that relevant Procurement Process Management Tools are up to date and 100% accurately maintained.

Knowledge and skills

Experience:

• Minimum 5 years of experience in Procurement or a similar position.
• Experience in Supplier Sourcing & Contract Management.
• Excellent Analytical skills, bargaining Skills, Interpersonal Skills and Negotiation Skills.
• Excellent sense of urgency and Time Management with high organizational skills.
• Basic knowledge in MS office (especially Excel/Word) and computer knowledge are required.
• Advanced knowledge in SAP is a Plus

Qualifications:

• Bachelor’s degree in Procurement

Language(s):

• English
• Kiswahili

Technology:

• Proficiency in Microsoft office and purchasing software.

Job Purpose/Mission

Responsible for supporting the effective and efficient procurement of various company goods and services, Supplier Contract Management, and all relevant documentation through use of best practices.

Responsibilities

• Assist in sourcing potential suppliers and conducting prequalification assessments in accordance with company policies and procedures.
• Support procurement activities for ENGIE Energy Access Kenya, including purchasing goods and services for the organization and its employees.
• Participate in ongoing efforts to improve the procurement process, including identifying cost-saving opportunities and streamlining procedures.
• Assist in organizing and maintaining procurement-related documentation, ensuring accuracy and compliance with relevant standards.
• Update and maintain procurement databases and tools to track orders, deliveries, and supplier information efficiently.
• Collaborate with cross-functional teams to ensure alignment and coordination in procurement activities.
• Support procurement officer in day-to-day tasks and projects as needed to contribute to the overall success of the department.

Knowledge and skills

Experience:

• Minimum 1-2 years of experience in Procurement or a similar position.
• Knowledge of Supplier Sourcing & Contract Management.
• Excellent Analytical skills, bargaining Skills, Interpersonal Skills and Negotiation Skills.
• Excellent sense of urgency and Time Management with high organizational skills.

Qualifications:

• Bachelor’s degree in Procurement

Language(s):

• English
• Kiswahili

Technology:

• Proficiency in Microsoft office suite and purchasing software, Knowledge in SAP is a Plus.

Job  Purpose/Mission

A Financial Analyst’s primary role is to analyze the past and present financial data of the organization and estimate future revenues and expenditures, monitor the financial health of businesses by collecting, compiling, verifying, and analysing financial information and economic indicators and generate forecasts, then meet with Management and Heads of Departments to discuss the best course of action based on their initial findings.

Responsibilities

• Develop and continually improve budgeting, financial projections, and operating forecasts.
• Provide commercial insight and analysis of results, identifying underlying trends and challenging the business on performance.
• Analyze the trends and variances of key performance indicators (KPIs), especially relating to financial metrics such as sales, expenses, and profit margin.
• Support the strategic planning and strategic initiatives of the company, including acquisitions and investment appraisal, by providing financial planning and modelling skills.
• Analyze the market and forecast trends and use of scenario and sensitivity analysis to forecast possible outcomes based on the market reviews.
• Analyze pricing data from industry standards, previous sales trends and competitors and report data to decision-makers.
• Applying financial modeling methods to determine the potential impact of pricing strategies on profitability and recommending pricing strategies that align closely with market trends.

Experience:

• Bachelor’s degree in finance, Accounting or Economics
• Professional qualifications such as CA or CPA or CFA
• Minimum of 5 years of practical and relevant analytical experience
• Significant analytical skillset, including the utilization of BI and reporting tools, including writing macros in Excel.
• Excellent communication skills with the ability to build relationships.

Languages

• English
• Kiswahili

Technology:

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