Current Openings at ENGIE

Job Purpose / Mission

As the Service Centre Manager, you will oversee the operations of 56 Area Administrators across multiple locations, ensuring that all service centers deliver outstanding customer experiences, maintain operational excellence, and comply with ENGIE’s standards and local regulations.

This hybrid role combines field leadership (coaching, audits, customer engagement) with administrative oversight (reporting, compliance, and data-driven performance management). You will be responsible for ensuring consistent service delivery, robust inventory control, team development, and effective customer engagement strategies.

Key Responsibilities

Leadership & Team Development

• Lead, mentor, and support 56 Area Administrators through regular site visits, virtual check-ins, and structured performance reviews.
• Build capacity through on-site coaching, remote training programs, and workshops.
• Develop and monitor performance metrics, ensuring alignment with customer satisfaction and inventory management goals.

Service Centre Operations Management

• Ensure centers operate efficiently and in line with ENGIE brand standards and local regulations.
• Conduct site visits to assess readiness, compliance, and customer engagement.
• Oversee daily operational protocols (opening/closing, safety compliance, customer-friendly environments).

Inventory & Stock Control

• Ensure accurate and timely physical stock counts and reconciliations (daily, weekly, monthly).
• Monitor inventory using Tally and reporting tools, ensuring FIFO principles are consistently applied.
• Identify discrepancies, implement corrective actions, and provide training on stock management systems.

Customer Experience & Engagement

• Champion a customer-first culture by ensuring staff deliver excellent product knowledge, support, and after-sales service.
• Facilitate promotional activities, product demos, and local outreach initiatives.
• Collect customer feedback through both field interactions and system reports; escalate systemic issues.

Compliance & Safety

• Enforce adherence to health, safety, and environmental (HSE) standards, including motorbike and PPE usage.
• Maintain up-to-date regulatory documentation, licenses, and compliance records both at centers and centrally.
• Conduct audits and ensure corrective actions are implemented.

Reporting & Documentation

• Consolidate and analyze operational and customer data across centers, generating actionable insights.
• Prepare monthly and quarterly reports on performance, financials, compliance, and customer satisfaction.
• Oversee budget control, expense tracking, and accurate financial reporting.

Ideal Candidate Profile

• Strong leadership skills with experience managing large, multi-location teams.
• Balance of field presence (hands-on, customer-facing, problem-solving) and administrative excellence (data-driven reporting, compliance, systems oversight).
• Skilled in motivating diverse teams, resolving conflicts, and driving customer excellence.
• Strong analytical, organizational, and reporting skills with proficiency in inventory systems (Tally), MS Office, and dashboards.
• Comfortable with frequent travel and equally effective in office-based oversight.

Qualifications & Experience

• Bachelor’s degree in Business Administration, Operations Management, Customer Experience, or related field.
• 3+ years of experience in service center management, operations, or similar roles, preferably in the energy or retail sector.
• Proven track record of improving customer experience, operational efficiency, and compliance.
• Languages: English and Kiswahili (required).

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Job Purpose/Mission 

The Loan Recovery Intern is responsible for the receivables risk management (RRM). This includes among others, Portfolio Management and Loan Workouts.

Responsibilities

• Carrying out customer work-out, including the following work-out categories to be applied to customers in late repayment through calling clients who are in early non repayment categories.
• Ensure proper documentation of open loan cases.
• Ensure customers are paying on time in assigned loan portfolio
• Negotiate with non-paying clients and give them solutions to bring them back on track to repayments through rescheduling.
• Recommend and work with external service providers on portfolio management by escalating repossession cases.
• Customer education to customers on impact on loan non-repayments.
• Supporting the analysis of causes for portfolio deteriorations
• Providing regular portfolio, compliance and routine report to the Loan Recovery Team Leader.
• Restructure loan repayment plan from delinquent clients as per policy and procedure

Knowledge and skills 

Experience:

• Experience in customer relationship management 
• Team player 
• Computer literacy, particularly good working knowledge of Microsoft Excel
• Self-starter with a passion for the role and EEA’s mission to plug in the world.

Qualifications:

• Holder of Bachelor’s Degree in Business Administration or any other related field
• 1-year Previous experience in loan recovery preferably in a call center setting.