Head of Credit Operations

Requisition ID: 30690- Location: Berlin, DE**Job Title**:Head of Credit Operations

**Department**:Global Customer Finance

**Reporting Line**:Head of Customer Finance

**Location**:Any EEA country of operation or Berlin (Germany)

This position involves an estimated 30% to 40% business travel to other EEA countries of operation as well as occasional travel for department or functional workshops or representation of ENGIE Energy Access

**About ENGIE Energy Access (EEA)**

ENGIE Energy Access is a leading Pay-As-You-Go (PAYGo) and mini-grid solutions provider in Africa. The company develops innovative, off-grid solar solutions for homes, public services, and businesses, enabling customers and distribution partners access to clean, affordable energy. The PAYGO solar home systems are financed through affordable instalments from $0.19 per day and the mini grids foster economic development by enabling electrical productive use and triggering business opportunities for entrepreneurs in rural communities. With over 1,800 employees, operations in nine countries across Africa (Benin, Côte d’Ivoire, Kenya, Mozambique, Nigeria, Rwanda, Tanzania, Uganda, and Zambia), over 2.5 million customers and more than 12 million lives impacted so far, ENGIE Energy Access aims to impact 30 million lives across Africa by 2030.

**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 Head of Credit Operations is a senior manager in EEA’s Global Customer Finance department. She/ he has an integral role in advancing EEA’s CF function through her/ his responsibility for EEA's financial services strategy and the development and management of related credit operations as well as for motivating and managing a team of dedicated professionals. Beyond, and in close co-operation with the Country Directors, senior managers of the Commercial and Digital functions and the Head of Customer Finance, she/ he is responsible for providing leadership, spirit and skills necessary for EEA’s CF operations teams in general, and Country Heads of CF in particular, to achieve their respective targets across the business.
- The Head of Credit Operations and her/ his team focus on achieving both effectiveness (in terms of management of timely repayment) and efficiency (in terms of overall ROI of credit operations activities) of EEA’s credit operations across markets. 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.

**Key Responsibilities**
- **Credit Operations**: Framework, Strategy and Standards. In alignment with the Head of Customer Finance enhance EEA's business case through an innovative, effective, robust, and customer-centric best-practice Credit Operations Framework and drive its implementation to deliver results:

- **Credit Operations Framework.** Develop and continuously refine EEA's Credit Operations Framework along the principles of commercial viability, subsidiarity, customer centricity, rule-based decision-making, and data-smart digitized workflows.
- **Credit Operations Ownership.** Own EEA’s Credit Operations Framework for implementation across the business.
- **Financial Services Strategy.** Drive the process of designing, implementing, scaling, managing and continuously innovating EEA's Financial Services Strategy (PAYGo plans, arrears-type loans, education loans, cash loans, insurance, etc.)
- **Credit Operations Strategy. **Drive the process of designing, implementing, and managing cohesive multi-stage Credit Operations strategies to be applied across the business.
- **Policies, Standards & Procedures. **As process owner conceptualize, document & maintain EEA-wide Credit Operations Policies, Standard Operating Procedures (SOPs) and other core materials in the form of a Credit Operations Handbook.
- **Analytical Foundation.** Substantiate EEA's Financial Services Strategy and its Credit Operations Strategy implementation through appropriate analytical foundation. -Credit Operations: Operational Excellence & Cross-Functional Agenda. In alignment with the Head of CF drive credit operations practice along the steps of the credit cycle:

- **Credit Operations Practice & Execution Support. **Build, m