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Lead-Credit Control

Department: Enterprise Business

Vacancy: Department: Enterprise Business

Level: Assistant Manager

Location: Lusaka, Zambia

Job Purpose:

Credit Risk Management of Enterprise Business customers, Customer Onboarding and Billing processes to mitigate financial risk as well as Delivery of business KPIs like financials, strategic projects, revenue generation, process compliance and process improvement

Reporting to the head-business support, the main duties are:

1) Credit Control and Risk Management:

  • End-to-End adherence to the Dunning and Order to Bill Policies
  • Management of the HBO Process end-to-end, and ensure reconciliations are conducted by on a monthly basis.
  • Ensuring exceptions are actioned and closed timely
  • Maintain an up-to-date contracts and HBO trackers
  • Credit Assessment of prospect and existing post-paid customers to ascertain creditworthiness
  • Ensure contracts are vetted and forwarded for activation within the agreed timelines in order to enhance sales and excellent customer experience, providing timely feedback to Customer
  • Periodic review of Post-paid customers’ credit limits and usage limits to mitigate and control financial risk
  • Provide timely and correct information flow to the customer on status of their accounts
  • Timely reconciliation of Corporate accounts, driven with top 100 customers and giving maximum revenue

2) Billing and Provisioning:

  • Own the process of activation, migration and deployment of service once sales process has been concluded
  • Effective monitoring of provisioning of all activations, hierarchy mapping, accurate package attachments to ensure the right bill reaching the customer
  • Participate in monthly bill run activities, that is, Hybrid top-ups, close on all HBO exceptions
  • Design robust customer on boarding and communication model and ensure implementation

3) Process and Customer Experience:

  • Ability to work with cross-functional teams and partners for process changes and other initiatives for enhancing customer experience
  • Ensure RM’s & Credit Controller allocated accounts are mapped to KAM
  • Decrease customer complaints by ensuring all customer requests are handled in a timely manner
  • Disputes resolution & closure ownership

4) Reporting:

  • Daily/weekly/monthly MIS reporting for KPI’s / Group reporting
  • Provide ad-hoc reports as requested by Management
  • Requirements:
  • A Bachelor’s degree or equivalent, preferably in a business/IT related field and/or other related work experience
  • Ability to research, Analyze and Interpret complex information
  • Good Analytical skills, Presentation and Interpersonal skills
  • Sound knowledge of Microsoft Office Packages (MS Excel, MS Word, Power-point)
  • Competencies Required In the post:
  • Preferably a minimum of 2-3 years’ work experience in a similar role
  • Strong background in Customer Acquisition, Re-engagement and Retention strategies.

Credit Risk Management

  • Ability to operate in a performance driven organization
  • Ability to handle and prioritize multiple projects simultaneously
  • Business awareness, analytical skills and problem solving skills
  • Good knowledge of customer service performance standards, procedures and practices
  • Sound knowledge of Airtel products and services
  • Excellent and effective communications skills, both oral and written
  • Personal Organisation

Method of Application

Suitle candidates are required to send their application & Curriculum vitae to the email below:

Airtel is an Equal Opportunity Employer and is non-discriminatory on the basis of race, gender, sexual orientation, disability, ethnic grouping or HIV/AIDS status

Please note that due to the high volume of applications received, only shortlisted candidates will be contacted.

Application deadline
3 Apr 15:00
Email applications to
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Operating in 20 countries across Asia and Africa including Zambia, this company covers every district and offers a wide variety of tariffs and value added services to meet the needs of individuals and businesses. Their services encompass telecommunications and IT, electronic payment systems, mobile business solutions and phones and accessories.