Credit Call Center Manager at ENGIE Energy Tanzania

Credit Call Recovery Manager

Department:

Customer Finance

Reporting line:

Head, Credit Department

Location:

Arusha national Hub, Tanzania

About ENGIE Energy Access

ENGIE Energy Access is one of the leading Pay-As-You-Go (PAYGo) and mini-grids solutions provider in Africa, with a mission to deliver affordable, reliable and sustainable energy solutions and life-changing services with exceptional customer experience. The company is a result of the integration of Fenix International, ENGIE Mobisol and ENGIE PowerCorner; and 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 installments 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 1,700 employees, operations in 9 countries across Africa (Benin, Cote d’Ivoire, Kenya, Mozambique, Nigeria, Rwanda, Tanzania, Uganda and Zambia), over 1.2 million customers and more than 6 million lives impacted so far, ENGIE Energy Access aims to remain the leading clean energy company, serving millions of customers across Africa by 2025.

Job Purpose/Mission

The Manager is responsible for leading and optimizing the team of loan recovery operations to protect ENGIE Energy Access’s credit portfolio. This role ensures effective team performance, develops strategic call recovery plans, and uses data-driven insights to minimize credit risk while maintaining a customer-centric approach. The manager also ensures compliance, drives continuous process improvement, and collaborates across departments to support sustainable financial outcomes.

Responsibilities

Operational Leadership

• Develop and implement strategic call recovery plans aligned with credit risk mitigation goals.
• Plan and monitor daily calling schedules for Loan Recovery Officers (LROs).
• Ensure call targets and collection KPIs are met consistently.
• Review and approve leave schedules and resource allocation for the LRO team.

Performance Management

• Conduct regular performance reviews and coaching sessions for LROs.
• Monitor and report on daily, weekly, and monthly recovery performance.
• Use data analytics to identify trends, risks, and opportunities for improvement.

Compliance & Risk Management

• Ensure all recovery activities comply with internal policies, regulatory requirements, and data protection laws.
• Design and oversee customer-friendly rescheduling programs that balance recovery goals with customer satisfaction.
• Develop and monitor early warning indicators for accounts at risk of default (e.g., MFP).

Cross-Functional Collaboration

• Liaise with Cross-Functional Teams (CFT) to align recovery efforts with broader credit and business objectives.
• Collaborate with IT and data teams to improve recovery tools and reporting systems.

Team Development

• Build a high-performing team through training, mentoring, and capacity building.
• Assess and monitor training needs and ensure staff have the resources required to perform effectively.
• Promote a culture of accountability, integrity, and continuous improvement.
• Contribute to the Unit strategies and innovations initiatives.

Financial Oversight

• Manage the unit budget and ensure cost-effective operations.
• Review and approve financial requests related to recovery operations.

Additional Duties

• Undertake any other related duties assigned by the line manager from time to time.

At A2E, 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 A2E realize our ambitious goals while developing their own leadership skills and facilitating growth for their direct reports.

We believe that great Accountant:

• Deliver ambitious results: As a high-performing and accountable leader, you create an enabling environment for effective action and bold decision 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.

Accountabilities

• Loan Recovery Team Performance
• Enforcement of Credit Data Policy
• Quality of Departmental Service
• Credit Asset Management
• Budget Adherence and Financial Oversight

Qualification, Knowledge and Experience :

• Bachelor’s degree in business administration, Microfinance, or related field.
• Minimum 2 years’ experience in team management within call recovery or field credit operations.
• Strong understanding of loan and portfolio management.
• Experience in customer relationship management and data analysis.
• Proficiency in Microsoft Excel and other Microsoft applications.
• Fluency in English and Kiswahili.
• Comfortable using smartphones and digital tools for reporting and communication.

ENGIE is an equal opportunity employer, promoting diversity and committed to creating an inclusive environment for all. All applications are screened based on business needs, job requirements and individual qualifications, without any regard to origin, age, name, sexual identity, orientation or preference, religion, marital status, health, disability, political opinions, union involvement or citizenship. Our differences are our strengths!

Business Unit: Supply & Energy Management

Division: ENGIE Energy Access

Legal Entity: ENGIE MOBISOL UK Ltd, Tanzania Branch

Professional Experience: Skilled ( >3 experience <15 years)

Education Level: Bachelor's Degree