Vacancies at ENGIE

Job Overview

• With EEA selling its products on credit to hundreds of thousands of individual customers every year, EEA’s Customer Finance function plays a key role in the success of the business.
• The Global Customer Finance function supports EEA’s operating entities on credit product design, workflow enhancement guidance, portfolio management tools and capacity building.
• Within the Credit Operations Team of the Global Customer Finance function, we work on operational standards, workflows, systems and tools for EEA’s dedicated call centers, field teams and back-office teams to help support customer repayment.
• The Credit Operations Lead is a senior manager role in EEA’s Global Customer Finance department. As a people manager, the Credit Operations Lead motivates and manages a team of dedicated professionals. The role is responsible for the deployment of adequate credit operations policies, procedures, guidelines, monitoring and reporting as well as general operational practice, case-specific action plans, team capability and capacity development within and bordering the Customer Finance function, to deliver results. The role provides proactive, informed and results-oriented support to country Customer Finance departments (especially Heads of Customer Finance and Credit Operations Managers) on all areas related to achievement of targets, particularly strategic planning, performance monitoring and analysis, action plan development and implementation, adoption of EEA standard tools and processes, day to day workflow management and monitoring, operational excellence, and capacity planning and development.

Responsibilities:

• Operational Excellence in Credit Operations. Responsible for driving the operating practice and for ensuring the adequacy of processes, systems, tools and team capacity in EEA markets to execute across the credit cycle:
• Standards, Policies & Procedures. Conceptualize, document & maintain EEA-wide Standard Operating Procedures (SOPs) and other Credit Operations workflow documents.
• Digital System & Tools. Translate Credit Operations workflows and standards into Digital development specifications for internal mobile applications, call center tools, the loan management system as well as back-end data management platforms.
• Localization & Configuration. Provide oversight and strategic guidance to countries in the localization of strategies, processes and standards related to credit operations.
• Standards Adoption. Provide oversight and clarity in project structure for the adoption of standards, tools and practices related to credit operations workflows as they are rolled out.
• Training, Performance Management and Incentives. Translate credit operations processes and the escalation framework into global standards.
• Innovation. Design, pilot and scale workflows, tools, and other credit cycle innovations.
• Financial Products & Services. Work closely with the Head of Credit Risk Management to support design and operationalization of EEA’s financial products.

Country Level Planning & Implementation

• Annual Planning. Contribute materially to the annual strategic CF planning process.
• Action Plans. Provide direct support and guidance to EEA markets on regular action plan development to drive achieving credit targets of the business.
• Turnaround Scenarios. Where needed, provide focused attention and support to underperforming countries in turnaround scenarios related to credit performance.
• General Implementation & Support. Provide direct support and coordination of Global Customer Finance resources for implementation of action plans and day-to-day support.

Monitoring, Analysis & Insights

• Performance Reporting. Design credit operations reports and dashboards for real-time, accurate KPI tracking across the credit cycle.
• Performance Analysis. Conduct regular analysis of credit operations and drive insights for decision makers. This includes root cause analysis for underperformance, identifying opportunities for improvement in team performance, analyzing process efficiency and effectiveness, or more generally evaluating opportunities in the customer journey.
• Best Practices and Insights. Regularly share information and work with country teams to capture and document better and best practices, case studies or other insights.
• Compliance. Work with credit stakeholders to ensure compliance and quality assurance routines and reporting are in place for core activities.
• Cross-Functional Service Level Monitoring. Work with adjacent departments to define cross-functional dependencies and agree on service level standards and escalations. Work with stakeholders to close operational or service gaps where identified.
• Ad Hoc Research & Analysis. Support and in some cases lead ad-hoc or ongoing research & analysis related to credit operations across the credit cycle.

One Team Development

• Manage Direct Reports. Directly manage, coach and develop a small team of high-performing, motivated Credit Operations Manager(s) or other colleagues.
• Country Capacity, Roles & Organizational Structure. Work closely with country teams to define the organizational structure, roles, and responsibilities for their Credit Operations function.
• Credit Culture. Foster a strong credit culture across the operation built on credit risk awareness and understanding of credit principles.
• Capability Development & Training. Directly support capability development areas for global and country teams on credit operations topics.

Active Participation in Cross-Functional Global Strategy & Governance, including

• Monthly & quarterly business performance review
• Annual planning & budgeting & target setting for CF country operations
• Product launches, Customer Journey, Go to Market Strategy; Digital Roadmap

Internal & External Stakeholder Management

• Create and maintain positive working relationships with internal stakeholders within country and global teams, effective lines of communication, and strong empathy for our internal customers.
• Internal Advocacy. In alignment with the Head of Credit Operations, represent CF’s credit operations perspective vis-à-vis other Group functions.
• Industry Engagement. Represent EEA’s credit operations at industry events including our partnerships in research.

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 EEA 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 decisions 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.

Qualifications and Skills:

Experience:

• 7+ years of professional experience in credit operations, portfolio management or a related field; work experience in Sub-Saharan Africa in the off-grid energy sector is a plus.
• 5+ years of domain experience in credit-related project management or other data-smart lending operations based on commercial principles; exposure to individual micro lending technology and experience in data-driven and digital financial services is a plus.
• Relevant experience in leading multi-cultural, decentral teams.
• Senior profile with commercial acumen and a can-do-attitude combining output orientation, number orientation, process orientation, customer orientation and team orientation.
• High level of professional curiosity and interest in how to make processes and systems work to their best and an aptitude to investigate and crosscheck information before acting on it.
• Strong analytical and presentation skills; ability to combine hard data and observations on operational realities and translate into actionable guidance.
• Strong and confident communicator who is adept at cross-functional collaboration, sharing feedback, information and knowledge with others when joint solutions are required.
• Detail-oriented with an ability to support your colleagues maintain high quality of their work.
• Empathy and stamina in collaboration with a broad range of stakeholders including customers, customer-facing teams, leaders and managers across the business and its cultural contexts.
• Familiarity with the characteristics of our customer base and the challenges faced by our customer-facing teams.

Qualifications:

• University degree required; master’s degree in economics, agricultural economics, development economics, business, finance, microfinance or a related subject is desired.
• Certification in a relevant topic (e.g. project management; process mapping; Six Sigma, microfinance or portfolio management) is a plus.

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Job Overview

• With EEA selling its products on credit to hundreds of thousands of individual customers every year, EEA’s Customer Finance function plays a key role in the success of the business.
• The Global Customer Finance function supports EEA’s operating entities on credit product design, workflow enhancement guidance, portfolio management tools and capacity building.
• Within the Credit Risk Management Team of Global Customer Finance, we work on the standards, systems, tools and workflows employed by EEA’s country operations to analyse, manage and direct EEA’s portfolio quality as guided by the relevant Company Policy and business objectives.
• The Credit Risk Compliance Specialist plays a key role in advancing EEA’s approach to credit risk management. The role supports the Global Customer Finance function, specifically the Credit Risk Management team, to map countries’ risk management practices in different areas of the credit risk management cycle, including fraud prevention and related mitigation. The Credit Risk Compliance Specialist compares the actual practices with the applicable policies (i.e. EEA Credit Risk Management Framework) and standards (i.e. Standard Operating Practices), highlights emerging gaps and drafts corrective plans, policies and/ or country guidelines in cooperation with global and local teams to tackle those gaps, develops a credit risk compliance management framework and related monitoring tools and routines. Moreover, the Credit Risk Compliance Specialist supports, and where appropriate takes the lead, in implementing actions directed at improving credit risk as agreed during the Country Credit Risk Committees.

Key Responsibilities

Credit Risk Mapping and Routines

• Credit Risk Mapping. Develop, together with the global and country Customer Finance teams, credit risk mapping tools and routines to identify country- or product-specific credit risk management priorities; ensure reference to EEA Credit Risk Management Framework and existing Standard Operating Practices.
• Compliance Assessment. Continuously conduct internal assessment of and timely reporting to Global Customer Finance and country management teams on any non-compliance issues.
• Compliance Reporting. Contribute to the Country Credit Risk Reports and Country Credit Risk Committee meetings by reporting on compliance subjects.

Credit Risk Non-Compliance Mitigation

• Non-Compliance Response. Develop, together with credit process stakeholders and management teams, countermeasures to prevent and/ or to respond to non-compliance instances.
• Non-Compliance Mitigation. Support the local teams to implement non-compliance mitigation actions (e.g. through drafting action plans, providing leadership and follow-up routines in action plan implementation, adjustment or strengthening of credit management routines, etc.).
• Compliance Monitoring Tools. Ensure that country stakeholders have access to credit risk compliance monitoring tools and that such information is processed to inform decision making and action plans.
• Mitigation Circle. Collaborate with stakeholders to identify areas for improvement and potential for innovation in EEA’s processes, standards, tools, etc.

Knowledge Sharing & Capacity Development Support

• Compliance Best Practice Standards. Train and communicate on credit risk policy standards, tools and compliance best practice standards to country teams across multiple departments and levels of the business. Document and share credit risk compliance insights and best practices
• Credit Risk Training Content. Support development and delivery of credit risk training content for MySol Academy; MySol Guide and other credit-related training initiatives.
• Compliance Monitoring Tools. Where appropriate, provide country teams and Global CF with insights and recommendations coming from analysis of reports and monitoring tools to give important context, inform decisions and action plans.

Stakeholder Management

• Point of Contact. Serve as a lead point of contact for countries’ Head of Customer Finance departments in matters related to credit risk management compliance.
• Strategy Contributor. Contribute to the overall strategy and priorities of EEA Customer Finance and country-specific strategies (in some cases, leading or guiding this process) related to Credit Risk compliance.

Fostering Credit Culture

• Credit Culture. Foster a strong credit culture and understanding of credit principles in the organization, particularly through training, facilitation and capacity development.
• Leading Leaders. Recognize, empower, mentor, challenge and encourage country leaders and managers in areas related to credit risk management and compliance. Apply a growth mindset and cultivate the same in credit leaders and managers in country.
• General Capacity Development. Directly support capacity development on credit risk management and compliance topics, e.g. through recruitment, onboarding and training.

Qualifications and Skills

Experience:

• 4+ years of professional experience in financial services, compliance, internal audit or a related field; work experience in Sub-Saharan Africa in the off-grid energy sector is a plus.
• 2+ years of domain experience in credit risk management, compliance management or other data-smart lending operations based on commercial principles; exposure to individual micro lending technology is a plus.
• Can-do attitude, with a knack for problem solving and tackling big challenges that require both team collaboration and individual perseverance.
• Strong analytical and presentation skills; ability to combine hard data and observations on operational realities and translate into actionable guidance.
• High level of professional curiosity and interest in how to make processes and systems work to their best, and an aptitude to investigate and crosscheck information before acting on it.
• Strong and confident communicator who is equally capable of asking for support and guidance as well as sharing feedback, information and knowledge with others.
• Detail-oriented with an ability to support your colleagues maintain high quality of their work.
• Empathy and stamina in collaboration with a broad range of stakeholders including customers, customer-facing teams, leaders and managers across the business and its cultural contexts.
• Familiarity with the characteristics of our customer base and the challenges faced by our customer-facing teams.

Qualifications:

• University degree required; degree in economics, agricultural economics, development economics, business, finance, microfinance or a related subject is desired.
• Certification in a relevant topic (e.g. project management; process mapping; Six Sigma, microfinance, data management; portfolio management) is a plus.

go to method of application »

Job Overview

• With EEA selling its products on credit to hundreds of thousands of individual customers every year, EEA’s Customer Finance function plays a key role in the success of the business.
• The Global Customer Finance function supports EEA’s operating entities on credit product design, workflow enhancement guidance, portfolio management tools and capacity building.
• Within the Credit Risk Management Team of Global Customer Finance, we work on the standards, systems, tools and workflows employed by EEA’s country operations to analyse, manage and direct EEA’s portfolio quality as guided by the relevant Company Policy and business objectives.
• The Credit Risk Manager plays a crucial role in managing and enhancing the quality of ENGIE Energy Access's credit portfolio across EEA’s countries of operation. Reporting to the Head of Credit Risk Management, this role entails supporting on the conceptualization, scoping and design of credit risk management strategies, frameworks and tools to optimize portfolio performance and mitigate risk.
• On a day-to-day basis, the Credit Risk Manager works closely with country teams, the Global Customer Finance team, and adjacent departments (especially Strategic Marketing and Digital) to assess portfolio performance and to ultimately refine credit risk policies, procedures, tools, and compliance frameworks. In this context, the Credit Risk Manager provides process-level expertise to select EEA country operations and other Global departments on Credit Risk Management in general, and on core processes, operating frameworks and standards directly managed by the role holder.

Key Responsibilities

Credit Risk Management: Principles and Standards

• Policies, Standards & Procedures. Contribute to the documentation, implementation & maintenance of EEA-wide Policies, Standard Operating Procedures (SOPs) and other core materials related to how our markets should organize their credit risk management function, how to set their respective agenda and how to design related specific workflow for which the role owner was appointed as process owner or custodian.
• Strategy & Planning. In close cooperation with the Head of Credit Risk Management, monitor compliance with and performance against agreed Credit Risk Management targets. Contribute to corrective action and technical solutions conducive to support swift implementation of agreed corrective action.
• Credit Risk Assessment. Conduct regular desktop and field-visit-based Credit Risk Assessments of country operations, providing insights and recommendations for improving credit risk management practices, e.g. risk inventory, risk limits systems, entity management interview and documented risk mitigation strategies.
• Credit Risk Management Framework. Contribute to EEA’s Credit Risk Management Framework for internal use and implementation across the operation. Assistance in developing and implementing credit risk management policies, standards, and procedures across all EEA markets, as well as assessment and review of corrective measures emerging from the constant portfolio monitoring activities and reporting. Ensure that corrective measures are aligned with EEA’s Credit Risk Management Framework, Credit Risk Compliance Framework and EEA’s credit risk appetite and business objectives.

Credit Risk Management: Agenda, Priorities and Reporting.

• Credit Risk Reporting and Monitoring. Manage and iterate a credit risk monitoring system pivoted around the Country Credit Risk Reports and related Country Credit Risk Committee meetings involving the country management teams. Inform Executive strategic decision-making processes through the Global Credit Risk Report and related Global Credit Risk Committee meetings involving key decision-makers at SLT level.
• Portfolio Quality Monitoring and Reporting. Monitor portfolio quality by analyzing key performance indicators (KPIs) such as PAR1+, delinquency rates, and write-offs. Prepare and deliver detailed reports to the Head of Credit Risk & Compliance Management, Global CF Team and the country teams.
• Action Plans. Collaborate with country teams to develop and implement action plans aimed at achieving credit risk management targets. Provide ongoing support and guidance on executing these plans effectively.
• Customer Assessment and Portfolio Management Tools. Support the development, testing, debugging, implementation and ongoing refinement of credit risk management tools and systems, including customer assessment models and portfolio management tools.
• Capacity Building. Provide training and capacity development support to country-level credit teams. Develop training materials and deliver workshops to enhance credit risk management skills and knowledge.
• Cross-Functional Collaboration. Work closely with adjacent departments such as Strategic Marketing, Digital, and Data Analytics to ensure a comprehensive approach to credit risk management.

Fostering Credit Culture

• Credit Culture. Foster a strong credit culture built on credit risk awareness and understanding of credit principles in the organization, particularly through training, facilitation and capacity development.
• Leading Leaders. Recognize, empower, mentor, challenge and encourage country leaders and managers in areas related to credit operations, credit risk management and compliance. Apply a growth mindset and cultivate the same in credit leaders and managers in country.
• General Capacity Development. Directly support capacity development on credit risk management topics, e.g. through recruitment, onboarding and training.   

Qualifications and Skills

Experience:

• 5+ years of professional experience in finance, microfinance, retail credit or a related field.
• 3+ years of domain experience in credit risk management, portfolio management or data-smart lending operations based on commercial principles; exposure to individual micro lending technology is a plus; work experience in Sub-Saharan Africa in the off-grid energy sector is a plus
• Can-do attitude, with a knack for problem solving and tackling big challenges that require both team collaboration and individual perseverance.
• Strong analytical and presentation skills; ability to combine hard data and observations on operational realities and translate into actionable guidance.
• High level of professional curiosity and interest in how to make processes and systems work to their best, and an aptitude to investigate and crosscheck information before acting on it.
• Strong and confident communicator who is equally capable of asking for support and guidance as well as sharing feedback, information and knowledge with others.
• Detail-oriented with an ability to support your colleagues maintain high quality of their work.
• Empathy and stamina in collaboration with a broad range of stakeholders including customers, customer-facing teams, leaders and managers across the business and its cultural contexts.
• Familiarity with the characteristics of our customer base and the challenges faced by our customer-facing teams.

Qualifications:

• University degree required; degree in economics, agricultural economics, development economics, business, finance, microfinance or a related subject is desired.
• Certification in a relevant topic (e.g. risk management, portfolio management, microfinance) is a plus.