Fleet Card Accounts Manager job at Strategic Engagement Limited

Background

The Fleet Card Sales Manager drives growth, profitability, and operational performance of the Shell Card business in Uganda. The role focuses on market penetration, customer acquisition, portfolio development, credit management, customer training, and adherence to card business standards. It ensures timely credit control, high-quality customer engagement, resolution of operational challenges, and delivery of commercial KPIs including volumes, C3, customer activity, and EBITDA contribution.

Key Deliverables

• Drive Shell Card business growth by implementing annual marketing and sales strategies, executing aggressive market penetration plans, recruiting new fleet customers, and ensuring portfolio dormancy remains below 5%.
• Manage timely credit and debt performance for the entire fleet card portfolio by enforcing credit limits, coordinating collections, reconciling disputed transactions, and minimizing exposure to bad debt.
• Strengthen customer engagement through planned call cycles, structured prospecting (using SPANCOP), and maintaining high-quality customer interactions that support retention and portfolio expansion.
• Provide comprehensive card support to customers, dealers, and CSAs by resolving card-related operational issues, ensuring proper documentation, and delivering targeted user training on Shell Card operations.
• Build internal and external capability by conducting training for field staff, station staff, and large customers to enhance fuel card awareness, competencies, and operational standards.
• Ensure adherence to Shell Card business standards, including process compliance, incident reporting, system updates, and application of business principles related to HSSE and operational controls.
• Support performance monitoring by maintaining updated MIS and KPI tools, tracking credit performance, monitoring reconciliation activities, analyzing customer behavior, and providing insights for business decision making.
• Collaborate with cross-functional teams—Payment Manager, Finance, Retail, Customer Service—to ensure timely resolution of customer issues, smooth service delivery, and coordinated execution of business plans.
• Deliver high customer satisfaction by resolving queries within agreed SLAs, proactively identifying risks or service gaps, and ensuring accurate, timely support across all fleet card interactions.
• Perform any additional tasks assigned by the line manager to support the delivery of the annual fleet business plan.

Expected Output

• Growth of fleet card portfolio (customers, volumes, revenue).
• Clean, well-managed debt book with minimal overdue exposure.
• High customer satisfaction and reduced operational escalations.
• Accurate and timely reconciliation and KPI reporting.
• Enhanced customer and internal stakeholder competence in Shell Card processes.
• Compliance with card standards, HSSE, and business controls.

Qualifications

• Bachelor’s degree in business, IT, Marketing, or related field.

Experience

• Minimum 1–2 years experience in customer service, loyalty operations, sales support, or system support roles.
• Experience working with digital platforms, loyalty systems, or retail environments is an advantage

Competencies

• Strong customer service orientation and problem-solving ability.
• Ability to multitask and work in a fast-paced operational environment.
• Effective communication and interpersonal skills.
• Strong teamwork and collaboration across departments.
• Quick learner with ability to adapt to new systems and technologies.
• High attention to detail and ability to analyse operational data.
• Proficiency in English and Kiswahili (where applicable).

Working Environment

Office-based with frequent coordination across Retail, Marketing, IT, and external service providers. Occasional field follow-ups to retail stations may be required. The role demands strong responsiveness, operational discipline, and ability to manage multiple tasks simultaneously.

Performance Metrics

• Loyalty system uptime and issue resolution speed.
• Quality and timeliness of weekly/monthly reports.
• Achievement of loyalty program KPIs.
• Marketing campaign execution support.
• Station compliance and fraud reduction.
• Stakeholder satisfaction and coordination effectiveness.

• Drive Shell Card business growth by implementing annual marketing and sales strategies, executing aggressive market penetration plans, recruiting new fleet customers, and ensuring portfolio dormancy remains below 5%.
• Manage timely credit and debt performance for the entire fleet card portfolio by enforcing credit limits, coordinating collections, reconciling disputed transactions, and minimizing exposure to bad debt.
• Strengthen customer engagement through planned call cycles, structured prospecting (using SPANCOP), and maintaining high-quality customer interactions that support retention and portfolio expansion.
• Provide comprehensive card support to customers, dealers, and CSAs by resolving card-related operational issues, ensuring proper documentation, and delivering targeted user training on Shell Card operations.
• Build internal and external capability by conducting training for field staff, station staff, and large customers to enhance fuel card awareness, competencies, and operational standards.
• Ensure adherence to Shell Card business standards, including process compliance, incident reporting, system updates, and application of business principles related to HSSE and operational controls.
• Support performance monitoring by maintaining updated MIS and KPI tools, tracking credit performance, monitoring reconciliation activities, analyzing customer behavior, and providing insights for business decision making.
• Collaborate with cross-functional teams—Payment Manager, Finance, Retail, Customer Service—to ensure timely resolution of customer issues, smooth service delivery, and coordinated execution of business plans.
• Deliver high customer satisfaction by resolving queries within agreed SLAs, proactively identifying risks or service gaps, and ensuring accurate, timely support across all fleet card interactions.
• Perform any additional tasks assigned by the line manager to support the delivery of the annual fleet business plan.

• Strong customer service orientation and problem-solving ability.
• Ability to multitask and work in a fast-paced operational environment.
• Effective communication and interpersonal skills.
• Strong teamwork and collaboration across departments.
• Quick learner with ability to adapt to new systems and technologies.
• High attention to detail and ability to analyse operational data.
• Proficiency in English and Kiswahili (where applicable).

• Bachelor’s degree in business, IT, Marketing, or related field.
• Minimum 1–2 years experience in customer service, loyalty operations, sales support, or system support roles.
• Experience working with digital platforms, loyalty systems, or retail environments is an advantage