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Collections Manager at

4 months ago

Nairobi, Nairobi Area, Kenya ENGIE Full time
ENGIE is a leading world group that provides low-carbon energy. Our group is a global reference in low-carbon energy and services.
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.

Requirements

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