Team Description:

The Credit Risk & Collections team at d.light is responsible for ensuring that customers’ repayment levels are kept within targeted thresholds across its entire PAYGO product range in each Country of Operations (OpCo). They are responsible for understanding customers’ loan repayment trends, leveraging data analysis to improve the Quality of Sales, Collections performance from both the Call Centre and all field teams, training all customer-facing teams around credit best-practices, increasing operational efficiency and ultimately ensuring that the d.light portfolio remains within its credit risk ratios and that it hits its customer collections targets.

Position Description:

The role of the Credit Operations Specialist is to support the OpCo’s customer-facing departments: Sales, Customer Experience, Field Collections & Aftersales to achieve their respective credit-related targets. They will manage the Tanzania team’s field collections activities. They will also be responsible for the design, planning, management and implementation of key credit initiatives in other customer-facing departments as well as supporting & guiding management in the continuous improvement of their ongoing credit operations.

Roles & Responsibilities

The Roles and Responsibilities for the Credit Operations Specialist role include, but are not limited to, the following:

• Supporting the OpCo customer-facing Teams in the implementation of their credit strategy with the focus on achieving their credit risk & collections targets.
  

• Oversee the rollout of improvements to credit operations aimed at enhancing credit risk assessment, monitoring & management. This includes development, documentation, communication & rollout of projects for key initiatives, driving their implementation in the field, and coordinating their assessment against agreed success metrics & KPIs.
  

• Provide general support and guidance to the OpCo Managing Director / General Manager along with Heads of Departments as they implement credit initiatives and in their day-to-day operations.
  

• Alongside the relevant training managers, draft training plans, materials & improved procedure documents and support the execution of training to the relevant parties in the field and other stakeholders.
  

• Provide day-to-day operational management of the Field Collections function in the OpCo.
  

• Prepare regular updates & reports on projects & performance for the OpCo GM / MD as well as to the Global Credit Operations Manager & Director of Credit Risk & Collections.
  

• Support the rollout of new Technology tools, Data & BI Dashboards and any features that impact the Field Collections Team, as well as providing up-to-date feedback and suggestions for their continuous improvement from the team’s perspective.
  

Requirements

Key Performance Indicators (KPIs)

The KPIs for this role cover the full range of credit-related activities of the OpCo, from Credit Assessment through Customer Journey & Credit Risk to Portfolio Quality.

• Early Risk
  

• Paid vs Expected
  

• Portfolio at Risk
  

• % Paid @ Milestones
  

• Resolution Rate
  

• 3+ years work experience within the PAYGO industry, with working knowledge of credit management, collections operations and last-mile PAYGo sales best-practices.
  

• Proven track-record showing an ability to execute tasks on time and to a high standard.
  

• Excellent interpersonal skills in managing cross-functional teams to deliver complex projects.
  

• Excellent written and verbal communication skills for coordinating across teams.
  

• Fluency with computer applications, primarily the Google Suite (Slides, Docs, Sheets)
  

• Autonomy and initiative; ability to achieve results with little supervision.
  

• Ability for critical thinking, creativity and initiative to take decisions on-the-spot.
  

• Required to do regular fieldwork; mostly within Tanzania, but also across other d.light OpCos.
  

• Fluency in English & Swahili.
  

• A relevant degree or qualification is an advantage, but not essential for the role.