Job Title:  Field Operations Specialist (FOS)

Department: Customer Finance

Location     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.