The Field Operations Manager supports the Head of Customer Finance in the execution of the field strategy. S/he will have regular travel in the field, working extremely closely with the sales agents and the collection champions in effectively carrying out field visits, credit clinics, field teams training, target improvement of customer repayments, reduction of loan cancellation and increase collections. S/he will work with the line manager to ensure operational best practices across the credit cycle are applied.

Responsibilities

• Support the building of the field operational processes, systems, tools, and guidelines governing Credit activities
• Support field agents with follow-up lists and access tools such as MysolGo and other working tools
• Implement and track reactivation strategies for written off accounts
• Ensure all agents are trained on all relevant credit and collections activities
• Drive customers follow ups on all defaulting customers and implement repayment strategies to improve our collections
• Support the line manager on repossession strategies and work towards given targets
• Assess internal and external causes for portfolio deteriorations
• Escalation of all difficult cases pertaining to the customers to the line manager
• Support the coordination and portfolio Health monitoring for field teams.
• Attend periodical meetings to track performance with all regions
• Work independently on defined tasks and similar projects identified jointly with the supervisor to help realize the departments objectives.
• Implementation of Credit clinics and Credit storms

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.

Knowledge and Skills

Experience:

• 2-3 years minimum work experience in Collections and recoveries
• Work experience in related areas such as energy access, last-mile product financing, microfinance or digital financial services is a plus
• Strong analytical skills, attention to details and able to assess risk while protecting the interest of customers and the business
• Experience in field support roles will be a plus
• Deep empathy for the customer and commitment to inclusivity, consumer protection and responsible financial services within the context of creating a profitable, scalable enterprise.
• Strong communication and negotiation skills
• Knowledge about market and business risks associated with typical EEA K customers

Qualifications:

• Tertiary qualification in Accountings, Credit, Finance, Economics, or any related field