Credit / Remboursement – Adenta, Greater Accra
About Bboxx
Bboxx is a data-driven super platform, transforming lives and unlocking potential by connecting consumers and deploying innovative products across Africa.
Bboxx is championing the economic empowerment of Africa, accelerating the transition to the digital economy, and creating new markets. We have built Bboxx Pulse®, a fully integrated operating system, and combined it with an extensive on-the-ground network to connect customers with clean energy, clean cooking, smartphones, e-mobility and selected financial products – many for the first time.
We are connecting both underserved rural communities and aspiring urban ones with a highly convenient and affordable way to access life-changing solutions, through last mile logistics and data-powered innovative financing methods. We offer our services on a pay-as-you-go basis to households, businesses, and communities, enabling African consumers to unlock their potential.
Following the successful acquisition of solar energy front runner PEG Africa in 2022, Bboxx is now positively impacting the lives of more than 3.6 million people in 10 operating markets, directly contributing to 11 of the 17 United Nations Sustainable Development Goals. Bboxx and its group of companies is one of the largest networks in Africa, with over 4,000 staff across Africa and offices in the UK and Asia.
Role Brief
The Head of Portfolio (Ghana) leads the credit and customer experience operations at Bboxx Ghana. This role involves overseeing portfolio performance, including reducing/preventing defaults, managing collections, and enhancing customer service. Other responsibilities include supervising payment and telephony systems, coordinating with external vendors, and ensuring operational efficiency. The position combines analytical tasks—such as evaluating customer behaviour and identifying causes of non-payment—with operational duties, including the development and execution of policies and processes to optimize performance.
Key Responsibilities
• Analyse key portfolio metrics (i.e. collections, defaults, queue answer rates): report on portfolio health, identify possible root causes of problems and propose solutions.
• Achieve targets for collections and collection rate, default rates, recovery rates, and call center KPIs (queue answer rate, NPS score etc.).
• Advocate for portfolio quality across the organization by serving as the “voice of the portfolio” to balance the emphasis on sales. Ensure retail staff prioritize actions that maintain and enhance portfolio quality.
• Develop and implement initiatives to improve portfolio quality, including credit and customer service promotions, credit scoring enhancements, and team structure optimization.
• Ensure the robustness of existing systems, such as payment and call center platforms, by minimizing downtime, promptly resolving issues, and fostering strong relationships with key vendors, including local payment providers, telephony platforms, and IT service providers.
• Act as the Data Protection Officer for Bboxx Ghana, ensuring compliance with data protection regulations and providing guidance on Data Protection Impact Assessments (DPIAs).
• Enhance the customer service experience by streamlining on-boarding processes and delivering a consistent multi-channel approach (e.g., Call Centre, Shops, and Self-Service Apps) that promotes loyalty and drives business growth while implementing cost-effective solutions.
• Collaborate with other Bboxx OpCOs and support functions to implement and pilot improvements in portfolio and customer service processes.
About you
• A minimum of 6-10 years of experience in customer service, sales operations, or microfinance, with a strong understanding of credit, customer service, and operations. The last 4 years should have been in a managerial position.
• Strong commercial acumen with a deep understanding of how credit and customer experience bottlenecks impact sales, and vice versa.
• Data-driven with strong analytical skills, demonstrating proficiency in spreadsheets, Power BI, and SQL.
• Strong leadership skills, a can-do attitude and a willingness to roll up the sleeves and get fully involved at the heart of the business
• The ability to work in a fast-paced, sometimes ambiguous environment and still prioritise and deliver the core KPIs.
• Comfortable managing relationships at all levels in the business and externally, a strong and articulate communicator.
This role would ideally suit an ambitious young management professional seeking their first Country MD minus-1 level challenge
Bboxx is an equal opportunity employer committed to diversity. All qualified candidates regardless of age, sex, ethnicity, race and religion are encouraged to apply.
Link to This Job
https://bboxx.bamboohr.com/careers/607