Job Title: Field Operations Specialist (FOS)

Department: Customer Finance

Location Luapula, Zambia

Reporting line: Credit Collections Manager

Grade: HL 13

Job Overview

The Field Operation Specialist is fundamental to the successful implementation of the Customer Finance Strategy with regards to efficient management of customer loan repayments. S/he is integral to the implementation of sustainable collections activities targeted at collections effectiveness and loss reduction. The role is responsible to the Implementation/execution of credit risk mitigation initiatives, encompassing credit culture enhancement, arrears collection and custody of delinquent assets. The role reports into the Collections Manager , S/he will work cross-functionally with commercial, operations, and field teams on the ground.

Job Description

Portfolio Management

• Responsible for Portfolio management of Active & PAR loans in the regions assigned.
• Implement collections initiatives and projects according to Collections strategies in the zone.
• Actively identify and escalate immediate & long-term regional portfolio risks and coordinate timely solution-based actions to closure.
• Receive and escalate feedback on Portfolio Performance from all key stakeholders in the regions.
• Monitor early warning credit KPIs and devise contingency plans to manage losses proactively for the regions. – Par10@2MOB,FMP,PVE,IDR
• Ensure there is month on month reduction on bad debts across the region through cross functional initiatives.
• Suggest new indicators to help steer customer repayment behavior.

Key responsibilities

• Drive high integrity & ethics in the Customer facing staff involved in repayments (FTE or Contract) by implementing risk mitigating policies in place.
• Enforce control mechanisms in place for satisfactory quality assurance on Policies & SOPs.
• Conduct trainings regarding credit KPIs for the field teams across the zone.
• Offer proactive support during Credit campaign to drive repayments growth and loss reduction, this includes training, sharing correct information, feedback and campaign performance reports.
• Generate innovative ideas to improve team involvement in portfolio ownership & management in the region.
• Devise & Implement credit management initiatives in cost efficient manner to maximize ROI across assigned zone.
• Responsible for improving collections and meet monthly targets.

Team Management

• Oversee the work of the Collections field teams
• Indirectly oversee the activities and productivity of all Mysol Agents supporting their daily activities with data on Portfolio Health.
• Month on month improvement on number active Mysol champs in Green customer PH.

Required Skills & Experience

• Minimum University degree in Business administration or related field
• 2+ years’ work collections and recoveries, credit support or similar, particularly in sectors like Retail financial services or any related field.
• Ability to collaborate with cross-disciplinary, diverse teams.
• Good interpersonal skills
• Proficiency in one or more local languages spoken by our customers is a big plus.
• Excellent written and verbal communication in English.
• Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint)
• Ability to use analytical and problem-solving skills in a customer-focused context and English.
• Self-motivated and ability to multitask and work with minimal supervision
• Strong team player, with high work ethics and integrity
• Atleast 1 year old driver’s license.