Head of Credit Operations

vor 2 Monaten

Berlin, Berlin, Deutschland ENGIE Vollzeit
Job Overview

The Head of Credit Operations plays a pivotal role in advancing ENGIE's Customer Finance function through strategic leadership and operational excellence. This senior manager is responsible for developing and managing credit operations, driving financial services strategy, and motivating a high-performing team.

Key Responsibilities
  • Credit Operations Framework: Develop and refine ENGIE's Credit Operations Framework, aligning with commercial viability, subsidiarity, customer centricity, and data-smart digitized workflows.
  • Credit Operations Ownership: Own and implement the Credit Operations Framework across the business.
  • Financial Services Strategy: Design, implement, scale, and innovate ENGIE's Financial Services Strategy, including PAYGo plans, arrears-type loans, education loans, cash loans, insurance, and more.
  • Credit Operations Strategy: Develop and manage cohesive multi-stage Credit Operations strategies for application across the business.
  • Policies, Standards & Procedures: Conceptualize, document, and maintain EEA-wide Credit Operations Policies, Standard Operating Procedures (SOPs), and core materials in the Credit Operations Handbook.
  • Analytical Foundation: Establish a solid analytical foundation to support ENGIE's Financial Services Strategy and Credit Operations Strategy implementation.
Credit Operations: Operational Excellence & Cross-Functional Agenda
  • Credit Operations Practice & Execution Support: Build, manage, and iterate industry-leading credit operations across all markets, guided by the credit cycle, including structure, framework, policies, systems, routines, and tools.
  • Cross-Functional Agenda: Provide material support to Country teams in areas such as financial product design, pilot and commercial launch, policy and process, partnership management, performance review, customer-facing and back-end operations.
  • Service Level Monitoring: Identify cross-functional dependencies and agree on internal service level standards and escalation paths.
  • Commission Systems: Translate credit operations results into global guidance on training materials, performance targets, and commission systems.
Localization & Configuration:
  • Provide oversight and strategic guidance to countries in their localization strategies, processes, and standards related to credit operations.
Adoption of Standards:
  • Provide leadership and direction for change management and adoption of standards, tools, and practices on credit operations as they are rolled out.
Performance Reporting:
  • Guide the framework of credit operations analysis and dashboards for real-time, accurate views of activities and their results across the credit cycle.
Deliver Against Targets:
  • Take responsibility for and manage EEA's Credit Operations on a commercial basis against agreed budget and targets, including comprehensive, specific, and timely KPI reporting.
Country Level Engagement:
  • 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 achievement of 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.
One Team Development:
  • Manage Direct Reports: Directly manage, coach, and develop a high-performing, motivated Credit Operations team.
  • Country Capacity, Roles & Organizational Structure: Work closely with country teams to define the organizational structure, roles, responsibilities, and capacity needed for their Credit Operations function.
  • Credit Culture: Foster a strong, customer-centric 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:
  • Monthly & quarterly business performance review
  • Annual planning & budgeting & target setting for CF country operations
  • Product strategy, Customer Journey, Go to Market Strategy, Digital Roadmap
Internal & External Stakeholder Management:
  • Internal Stakeholder & Relationship 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 Customer Finance, represent CF's credit operations perspective vis-à-vis other Group functions and/or third parties and partners.
  • Industry Engagement & Partnerships: Represent EEA's credit operations and financial services expertise within the industry, including our partnerships in research.

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