Zambia Service Delivery Manager 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.

www.engie-energyaccess.com

Job Purpose/Mission

Short paragraph on the reason why this position e This position is a key role within the Customer Experience Department in a fast-paced environment at the forefront of providing a world-class customer service experience in the sectors of renewable energy and mobile payment technology.

The role works closely with the Regional Service Center Managers for the delivery and provision of an exceptional last mile customer experience that actively promotes customer retention.

The Service Delivery Manager is responsible for Service Centre performance indicators in their region and maintaining an exceptional standard within the network as this grows to scale. The role is responsible for the management and development of their team including performance management, skills training, providing feedback for continuous improvement, professional development, hiring, transfers, culture, and team motivation. The role also contributes to the overall Customer Experience strategic plan and forming part of the CX leadership team.

The role drives key strategic initiatives focused on improving efficiency, budgeting, cost management and quality across multiple company verticals, with support from global teams. The role employs the use of data driven insights to make project recommendations to implement, as well as drive project rollout at scale.

Responsibilities

Strategy Formulation and Implementation

• Strategy formulation for footprint expansion, improvement of performance, cost optimization and efficiency.
• Drive innovation at our Service Centers to improve customer experience and/or increase efficiency of the Service Centers
• Collaborate with other departments such as Customer Finance, Sales & Operations to drive growth.
• Collect, analyze, and report data from monthly SC activities and tools including inventory control, revenue generation, customer follow ups etc.

Budgeting & Cost Management

• Lead the development & manages operational plans and budgets for service centers under his/her control in line with and according to priorities in the business plan.
• Manage and monitor expenditure against budgets for strategic and annual plans in adherence to financial guidelines, ensures value for money, and acts as appropriate within delegated authorities
• Carry out regular budget monitoring and assist finance department by providing reasons for variances to plan remedial action
• Prepare monthly financial cash flow plans & timely submission to the Finance department

People Management & Leadership

• Provide exceptional leadership and support to the Regional Service Centre Managers and their remote field-based teams ensuring that they maintain exceptional customer experience.
• Develop training materials and create scalable training systems.
• Spearhead the recruitment and retention of Service Center staff as part of the overall strategic last-mile distribution plans
• Co-ordination with Human Resources to ensure Health and Safety of all CX field teams.
• Effectively manages the development of direct reports, effectively linking performance management, talent management and learning & development.

Administration

• Conducts spot quality checks to proactively highlight and address gaps in service delivery.
• Liaises with Procurement/Admin to facilitate purchases of all service center requirements.
• Ensure that all service centers adhere to the required brand and corporate image standards.
• Ensure that any contractual requirements related are fully committed to by all involved, effectively monitored and evaluated, and that appropriate plans for meeting them are made

Policy

• Create tools, processes and policies needed for the smooth day to day operations by the SCOs
• Ensure effective communication and implementation of processes, policies and procedures that drive the business at the Service Center level
• Ensure the documentation of processes and procedures to ensure the smooth operation of the service centers.

Reporting & Evaluation

• Prepares and submits weekly, monthly, quarterly, half-year and annual performance reports on a timely basis.

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

We believe that great managers:

• 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.

Knowledge And Skills

Experience:

• 3-5 years professional/working experience in administrative and operational management roles.
• 5-7 years’ experience managing large teams.
• Strong analytical, strategy planning and formulation skills.
• Proficiency in process and policy formulation and implementation.
• Working knowledge of customer experience, center management concepts and tools.
• Experience as a collaborative, hands on team player and eagerness to learn new tools and / or roll-up sleeves to get the job done.
• Outstanding written and verbal communication skills both with teams and across multiple departments
• Critical thinker with strong strategic and competitive insights
• Flexibility and willingness for rural travel spending up to 40% of the time in the field, getting to know the EEA’s customer and their teams
• Proficiency in Excel, Word, and PowerPoint.
• Organized and able to follow through and prioritize tasks with Strong attention to detail
• Demonstrate passion for EEA’s mission and customers.
• Should have demonstratable experience in building, changing, and testing processes and business wide reporting
• Sound administrative and organizational skills with an ability to effectively set priorities, meet deadlines, demonstrate flexibility, and show initiative.
• Good computer literacy – proficient in SAP & Salesforce
• Commitment to EEA’s values and a working style that reflects these

Qualifications:

Bachelor’s Degree in Business Administration or related field

Language(s):

• English
• Vernacular (added advantage)

We thank all applicants for their interest, however due to the large volume of applications we receive, only shortlisted candidates will be contacted.