Job Details

Job Description

Job Overview

The Credit Collections Manager is fundamental to the successful implementation of the Customer Finance Strategy with regards to efficient management of customer loan repayments. S/he is integral to the implementation of sustainable collections activities targeted at collections effectiveness and loss reduction. The role is responsible to the formulation and execution of credit risk mitigation initiatives, encompassing credit culture enhancement, arrears collection and custody of delinquent assets. The role reports into the EEA Zambia Head of Customer Finance, S/he will work cross-functionally with commercial, operations, and field teams on the ground.

Job Description

Portfolio Management

• Responsible for Portfolio of end-to-end management of Active & PAR loans
• Create, cascade, and monitor Collections team priorities and projects according to CF strategies.
• Actively identify immediate & long-term portfolio risks and coordinate timely solution-based actions to closure.
• Portfolio Performance dashboard design, creation, and monitoring to ensure up to date information to all key stakeholders.
• Curate, implement & track defensive portfolio monitoring mechanisms, including early warning mechanisms and contingency plans to manage losses proactively.
• Proposals on new indicators to help steer customer repayment behavior.

Processes, Operations and Governance

• Align all Analytics & Collections strategies to Global CRMF and Country Credit policy.
• Drive high integrity & ethics in the Customer facing staff involved in repayments (FTE or Contract) by putting risk mitigating policies in place.
• To ensure good control mechanisms are in place and to ensure satisfactory quality assurance on Policies & SOPs
• Develop and manage Credit campaign decks to drive increased repayments and loss reduction.
• Responsible for continuous innovation towards field team involvement in portfolio ownership & management

Tools and Technology

• Champion continuous process improvements, up skill collection techniques, upgrade collection tools and optimize collections systems.
• Lead collection agenda in country and group level system and change projects to ensure seamless transition for collection processes.
• Making optimal use of all collection tools and using analytical and data segmentation to enhance collection efficiency.

Team Management

• Supervise and oversee the work of the Collections Call Centre team and the Collections field teams
• Indirectly oversee the activities and productivity of all Agents supporting their daily activities with data on Portfolio Health.

Required Skills & Experience

• Minimum University degree in Economics, Banking, Finance, Accounting, or related field
• 4+ years’ work credit portfolio management, collections and recoveries, credit support or similar, particularly in sectors like Retail financial services or any related field.
• Ability to collaborate with cross-disciplinary, diverse teams.
• Strong interpersonal skills with high degree of clarity in communication.
• Proficiency in one or more local languages spoken by our customers is a big plus.
• Excellent written and verbal communication in English.
• Business acumen and commercial mind-set
• Ability to use analytical and problem-solving skills in a customer-focused context and English.

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!