Job Openings at 4G Capital

• We are looking for someone who is deeply passionate about understanding people&'s complex relationships with money. With a strong foundation in both quantitative and qualitative research methodologies, you excel at delivering impactful insights at pace. You are enthusiastic about fostering a culture of learning and experimentation every day.

The role requires close collaboration with all parts of 4GC.

• Define 4G’s overall research practice, with the goal of developing a more thorough understanding of 4G's customers that can be leveraged into more effective product outcomes.
• Lead the planning and delivery of various user research projects, analyse findings, and communicate actionable insights to your team and the wider business.
• Run design-sprints and workshops to translate findings into concrete product outcomes, and ground our designs in validated customer needs.
• Demonstrate a strong qualitative and quantitative focus to generate data-driven insights for innovative projects.
• Engaging your team in research at every stage, from uncovering customer behaviours through data to observing them in action on the field.
• Ensure team and company-wide alignment around 4G’s approach to research, and empower others within the business to conduct their own research projects by upskilling them in best research practices.
• Leadership and development: recruiting, training, and mentoring a Research Associate. Internal growth is very important at 4G, and we want to help our most promising talent rise through the ranks.

Required Skills for a Senior User Researcher

• Bachelor's degree in human-computer interaction, psychology, anthropology, or a related field preferred.
• 5+ years of experience conducting user research in a product development environment.
• Expertise in qualitative and quantitative research methodologies, including usability testing, observational research, ethnographic studies, surveys, and data analysis.
• Proficient in using research tools and software such as UserTesting, Optimal Workshop, and others.
• Ability to synthesise research findings into actionable insights and recommendations.
• Proven ability to work both independently and as part of large, cross-functional teams where competing demands must be carefully prioritised and managed.
• Outstanding communication and interpersonal skills, including the ability to tailor presentations, visualisations, and reports to the appropriate audience.
• Ability to present information and analysis in a credible, confident, and influential manner.
• Strong understanding of UX principles and best practices, with the ability to mentor and guide product teams on effective user research methods.

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• The Call Center Team Leader - Collections at 4G Capital is responsible for managing and optimizing the performance of the collections team within the call center. This role focuses on driving collections strategies, improving portfolio at risk (PAR) management, and maintaining a quality culture through effective coaching, training, mentoring, and motivating the team. The team leader will ensure adherence to collections standards and procedures while fostering team collaboration and strategic impact.

Roles & Responsibilities

• Collections Management: Develop and implement strategic initiatives to enhance the efficiency and effectiveness of collections processes.
• Analyze collections data to identify trends, areas for improvement, and strategies to reduce portfolio at risk (PAR).
• Drive improvements in operations, efficiency, and optimisation of the call center's collections efforts.
• Ensure adherence to all collections SOPs and SLAs.
• Team Leadership: Provide coaching and mentoring to support call center agents in achieving overall and individual collections targets and KPIs.
• Oversee fair portfolio distribution among agents, ensuring balanced workloads and optimized performance.
• Plan and maintain agent shift allocations, ensuring adequate coverage and continuity of operations.
• Quality Assurance: Carry out quality checks and monitor agent calls to identify individual gaps in collections techniques.
• Recommend tailored training and support to help call center agents improve their collections performance.
• Conduct frequent calibration sessions to improve and maintain the quality of collections calls across the call center.
• Listen to agent calls, document interactions with customers, and take appropriate action to resolve issues and enhance collections outcomes.
• Perform daily snap checks and monitor all outgoing messages sent to customers.
• Portfolio at Risk (PAR) Management: Monitor agent-customer interactions to identify and address issues contributing to portfolio risk.
• Implement strategies to reduce PAR and improve collections efficiency.
• Work closely with agents to develop and execute action plans for managing high-risk accounts.
• Resource Management: Ensure all call center equipment is well-maintained and any damage or loss is reported to the Collections Manager immediately.

Required Skills for a Call Center Team Leader -Collections

• Degree or diploma in a Business related course
• Minimum of 1 year of working experience in a similar position with proven performance in collections management
• Self-starter, problem solver, and able to work under minimal supervision
• Integrity and strong ethical standards
• Ability to perform multiple tasks simultaneously with effective time management and organisational skills
• Strong written and verbal communication skills
• High communications & presentation skills
• Ability to handle confidential information
• Organisational skills with attention to detail
• Excellent time management skills and ability to multitask and prioritise work
• A can do, proactive, energetic attitude towards your work and people is a must.
• A good self- manager,
• A ‘make it happen’, positive, energetic attitude to your day-to-day work
• Enthusiasm to hit the highest standards
• A practical approach to issues and challenges
• A desire to make a difference everyday.

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• The Commission Based Call Center Agents(CBCC) purpose is to manage delinquent customer portfolio and to recover any overdue monies in line with 4G Capital. They will be liaison between our company and its current and potential customers. He/She will be able to accept ownership for effectively solving customer issues, complaints and inquiries; keeping customer satisfaction at the core of every decision and behaviour.

Roles & Responsibilities

• To manage work queues to ensure all delinquent queues are actioned.
• Capture all call information accurately through system interactions
• Make contact with defaulting customers by calling them with an aim of negotiating a settlement of the arrears
• Monitoring collection accounts allocated on a daily basis and take appropriate actions to ensure that the collection portfolio remains within accepted limits through the application of sound credit judgment within policy guidelines.
• To investigate and resolve any customer queries and complaints through verbal or written correspondence in line with 4G Capital policies.
• To achieve the monthly collection target.
• All communication whether written or oral to be in line with the 4G Capital quality standards.
• To be at work on time in line with your allocated shift.
• To adhere to break schedules as defined in the shift patterns.
• All calls to be recorded and stored as defined in the 4G Capital policy.
• Other ad hoc tasks as defined by the Call Center Manager.
• Identify and escalate deceased or disabled customers to collections management for review or collection termination.
• Work closely with the branches on their bad debt portfolio.

Required Skills for a Commission Based Call Center Agent

• 6 months – 1 year of call center experience preferably in collections
• A diploma/bachelor's qualification in a business related course
• Computer literacy is mandatory
• Previous call center or collections experience in retail or financial services advantageous
• Fluent in English (written and verbal) and Swahili will have an added advantage.
• High communications & presentation skills
• Ability to handle confidential information
• Organisational skills with attention to detail
• Excellent time management skills and ability to multitask and prioritize work
• Attention to detail and problem-solving skills
• A Strong service ethos is essential
• A can do, proactive, energetic attitude towards your work and people is a must.
• A good self- manager,
• You need to be a strong team player, prepared to get your hands dirty
• A ‘make it happen’, positive, energetic attitude to your day-to-day work
• Enthusiasm to hit the highest standards
• A practical approach to issues and challenges
• A desire to make a difference every day.

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• The DevOps Engineer / Site Reliability Engineer (SRE) will bolster our team, ensuring the resilience, scalability, efficiency, and security of our systems on Google Cloud Platform. This dual role will spearhead initiatives in automation, observability, and security, driving the design, implementation, and optimisation of CI/CD pipelines while also focusing on enhancing system observability, resilience, and adherence to security best practices through proactive monitoring, incident response, and robust infrastructure design.

Roles & Responsibilities

• Support in maintaining the data integrity and ongoing quality control of the Reviewing and analyzing products and collating it into management information in a timely fashion for strategic and operational decision making.
• Providing support in modelling of projects and financial appraisals of investments projects and new products and services to drive key investments decisions.
• Communicating technical insight from analytics and modelling to line manager and senior executives in a business-oriented and pragmatic way.
• Providing support for continuous business process reviews, risk identifications and control design as well as compliance monitoring through exception reports.
• Monitoring various business information trends and providing reports to facilitate decision making.
• Monitoring and analyzing infrastructure for ongoing collection and management of qualitative customer data.
• Synthesizing primary research insights with secondary and behavioral data for richer customer intelligence, insights and recommendations for experience improvements and product refinement in line with market needs.
• Developing a robust, iterative product planning and forecasting model with key KPI inputs and P&L, B/S, and cash outputs.
• Continually improving the entire product planning process and financial model in terms of accuracy and efficiency as well as relevancy of insights to the senior management team.
• Ensuring that the business has the needed accurate Product Systems as well as efficient links/accounts between Accounting/Actuals and Planning.
• Prepare strategic and financial well-written, documented, and concise power-point presentations for line and senior management, board, investors, and prospective investors, including presentations on business performance, KPI’s, business strategy, product strategic investments, recommendations, etc. as needed.
• Supporting key business decision-making and strategic initiatives through ad hoc analyses and the building meaningful product models.
• Demonstrating success by using storytelling, data visualization and communication skills to bring the voice of the customer to life across the organisation and ensure that insights enable decision making for the design towards delivering compelling customer value propositions.

Required Skills for a BI Analyst

• Bachelor's Degree (Computer Science, Finance, Economics, or a related field preferred)
• MBA strongly preferred (B.A. /B.S. required).
• 5 years + of Product Management or Data Analysis role
• Advanced Microsoft Excel and PowerPoint skills and an ability to share previous excel iterative budgeting and forecast models and PowerPoint presentations
• Ability to communicate comfortably, confidently, and credibly to share your point of view and expertise.
• Ability to work in a dynamic environment and comfortable collaborating with various teams.
• Demonstrating understanding of product reporting and accounting.
• Proven self-starter and independent problem-solving ability with sense to understand implications of work and probe more deeply when presented with inconsistent or interesting findings.
• Proven ability to manage projects from beginning to completion with a 'can-do' attitude and a proven ability to manage and meet all deadlines.
• Highest standards of accuracy and precision; highly numerate and organized.
• Strong experience in creating Iterative, dynamic product planning model with key drivers/assumptions that reflect the impact to a cash forecast and p&l forecast.

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• 4G Capital Assistant Business Development Manager (ABDM)is responsible for managing distributor and sales manager relationships, ensuring the call center has up to date distributor customer data and contributing to the new business efforts of 4G Capital.

Roles & Responsibilities

• Ensure accurate distributor customer data in his/her region is shared on rolling basis
• In charge of revenue growth in his/her region for both new and existing distributors.
• Onboard new distributors in his/her region through lead generation and cold calling to prospective distributors.
• Ensure collections targets for his/her region are met in liaison with call Centre agents.
• Research and identify new business opportunities - including new markets, growth areas, trends, customers, and partnerships- or, new ways of reaching existing markets.
• Seek out the Key Decision Maker (KDM) contacts in existing and new distributors in his.her region.
• Provide KUZA-specific training to Distributors and their staff to assist in customer conversion.
• Assist in marketing activities.
• Assist in accurate and timely reporting of Management Information and market feedback to report on customer preferences, trends, and market opportunities
• Performing such other tasks and duties as the Company may from time to time designate as forming part of the Employee’s job description.

Competences

Required Skills for a Assistant Business Development Manager

• Experience in Customer facing experience on B2B or B2C for a minimum of 5 years in business development
• Experience background in sales & marketing with previous engagement with FMCG, companies is a mandatory requirement
• Must have led a team in a previous role with ability to engage high value distributors or manufacturers
• Must have a university diploma/degree from a recognized institution
• Excellent time management skills and ability to multitask and prioritize work
• Attention to detail and problem-solving skills
• High communications skills
• A can-do, proactive, energetic attitude towards your work and people is a must.
• You need to be a strong team player, prepared to get your hands dirty
• A ‘make it happen’, positive, energetic attitude to your day-to-day work
• Enthusiasm to hit the highest standards
• A desire to make a difference every day.
• Ability to work with ambiguity.
• Computer literacy
• Must have excellent communication skills
• Can work under minimal supervision
• Integrity and ability to lead