Credit Field Operations Specialist
ENGIE | Lusaka
ENGIE
Innovating the future of tech solutions in Zambia.
Job Description
Job Title: Field Operations Specialist (FOS)
Department: Customer Finance
Location Luapula, Zambia
Reporting line: Credit Collections Manager
Grade: HL 13
Job Overview
The Field Operation Specialist 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 Implementation/execution of credit risk mitigation initiatives, encompassing credit culture enhancement, arrears collection and custody of delinquent assets. The role reports into the Collections Manager , S/he will work cross-functionally with commercial, operations, and field teams on the ground.
Job Description
Portfolio Management
- Responsible for Portfolio management of Active & PAR loans in the regions assigned.
- Implement collections initiatives and projects according to Collections strategies in the zone.
- Actively identify and escalate immediate & long-term regional portfolio risks and coordinate timely solution-based actions to closure.
- Receive and escalate feedback on Portfolio Performance from all key stakeholders in the regions.
- Monitor early warning credit KPIs and devise contingency plans to manage losses proactively for the regions. – Par10@2MOB,FMP,PVE,IDR
- Ensure there is month on month reduction on bad debts across the region through cross functional initiatives.
- Suggest new indicators to help steer customer repayment behavior.
Key responsibilities
- Drive high integrity & ethics in the Customer facing staff involved in repayments (FTE or Contract) by implementing risk mitigating policies in place.
- Enforce control mechanisms in place for satisfactory quality assurance on Policies & SOPs.
- Conduct trainings regarding credit KPIs for the field teams across the zone.
- Offer proactive support during Credit campaign to drive repayments growth and loss reduction, this includes training, sharing correct information, feedback and campaign performance reports.
- Generate innovative ideas to improve team involvement in portfolio ownership & management in the region.
- Devise & Implement credit management initiatives in cost efficient manner to maximize ROI across assigned zone.
- Responsible for improving collections and meet monthly targets.
Team Management
- Oversee the work of the Collections field teams
- Indirectly oversee the activities and productivity of all Mysol Agents supporting their daily activities with data on Portfolio Health.
- Month on month improvement on number active Mysol champs in Green customer PH.
Required Skills & Experience
- Minimum University degree in Business administration or related field
- 2+ years’ work 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.
- Good interpersonal skills
- Proficiency in one or more local languages spoken by our customers is a big plus.
- Excellent written and verbal communication in English.
- Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint)
- Ability to use analytical and problem-solving skills in a customer-focused context and English.
- Self-motivated and ability to multitask and work with minimal supervision
- Strong team player, with high work ethics and integrity
- Atleast 1 year old driver’s license.
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