Financial Services Operations Manager

Location: Kampala, Uganda

Department: Finance

Type: Full Time

Min. Experience: Senior Manager/Supervisor

About Fenix

Fenix International is a next-generation energy company.  Our mission is to transform our customers’ quality of life through disruptive innovation in energy and financial services. Our flagship product, ReadyPay Solar, is an expandable, lease-to-own solar home system financed through affordable instalments starting under $0.19 per day. We use real-time transaction data to create a unique credit score to finance power upgrades and other life-changing loans and open up a wider world of energy and financing for our customers.

To date, Fenix has sold over 150,000 ReadyPay Power systems in Uganda, bringing clean, reliable power for lights, phones, radios, TV and much more to over 900,000 people in Uganda.  In 2017, Fenix announced that it was joining forces with ENGIE, one of the world's largest energy companies and a leader in the move to renewable, decentralised and digital energy.  ENGIE will make significant commercial investments in Fenix to accelerate the path to our mission. Fenix will operate as a distinct and autonomous company within the ENGIE group in order to retain our unrelenting focus on innovation, smart iterative design, strong team culture and exceptional customer experience. Together, Fenix and ENGIE plan to bring life-changing energy and financial services to tens of millions of off-grid customers and to make universal access to modern energy a reality across Africa.

Job Description

Fenix International (http://www.fenixintl.com) is seeking a highly motivated and entrepreneurial Financial Services Operations Manager to be a part of revolutionizing credit and financial inclusion for the base of the pyramid. The role will report to the Chief Credit Officer and will work cross-functionally with our customer experience, product development, operations, sales, marketing, and technical teams on the ground to help design, execute, assess and refine innovative consumer finance projects at Fenix.

This position offers an incredible opportunity to make a direct impact on the lives of a largely unbanked customer base with limited access to traditional finance. The right candidate will be a fierce team player and committed people manager, with a passion for implementing new approaches and seeing them through from idea, to testing, to scale. As Financial Services Operations Manager, you will be based in Kampala, Uganda with regular travel to the field. You will lead critical projects that can directly influence customers’ repayment behavior, their positive experience with ReadyPay, and their ongoing loyalty to the brand—all crucial to the success of the business and in increasing access to financing for BOP consumers.

Key Responsibilities

Run Fenix’s Consumer Financing operations by:

  • Managing core field teams
    • Take over management of the teams that lead our customer-facing interventions
    • Build effective, user- and field-friendly systems, processes, and tools that the teams need to make the largest and most cost efficient impact possible on customer repayment patterns
    • Recruit and onboard more staff to scale up the teams where necessary
    • Mentor the team to continuously build their critical thinking and execution skills so that they can maximize their contributions to Fenix and grow with the company
  • Building systems and processes
    • Improve the way we collect ongoing quantitative and qualitative data for each customer interaction to gain richer insight into their experience and repayment behavior
    • Coordinate with Customer Experience team to define protocols for how different teams interact with customers so that we encourage good repayment behavior in an inclusive and customer-friendly way
  • Implementing strategic projects
    • Design and implement A/B tests to identify the most powerful ways we can improve customer repayment behavior
    • Design and implement pilots to test new products that bring value to customers and increase their loyalty to ReadyPay
    • Design and implement customer insight research projects, such as mapping the financial lives of households, to deepen our understanding of what drives repayment behaviors
    • Use the data insight from the above to scale any that are effective in improving customer repayment patterns

Required Skills and Experience

  • Leadership and project management experience. We are looking for entrepreneurial candidates who have started or contributed significantly to a particular project, team, or new company and we especially value candidates who have seen projects through from start to finish, from design to scale up phase.
  • Commitment to spending time in the field to support and mentor field teams
  • Education and work experience in project management, financial services, data analysis, field team management
  • Commitment to be based in East Africa for at least 2 years
  • Outstanding written and verbal communication skills (English)
  • Bachelors Degree and five years minimum work experience, Masters preferred
  • Passion for Fenix and our customers!

Highly Desired Skills and Experience

  • Experience working with data and field staff in a microfinance institution or field research capacity in an emerging market
  • Prior experience living and working in East Africa

 To Apply

Please submit your resume and cover letter through the job posting at www.fenixintl.com/careers

Fenix offers a competitive salary and a fun work environment. We recognize the value of diversity in our workforce, and encourage all qualified candidates to apply. We thank all candidates who choose to apply, however, only those selected for a further interview will be contacted.

 

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