Fleet Card Accounts Manager

Job Title: Fleet Card Accounts Manager

Department: Retail

Reports To: Payment & Loyalty Manager

Duty Station: Office & Field (Customer Sites)

Job Summary

The Fleet Card Accounts Manager drives the 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 compliance with Shell Card business standards. The incumbent ensures effective credit control, delivers excellent customer engagement, resolves operational issues, and achieves commercial KPIs, including volumes, C3, customer activity, and EBITDA contribution.

Key Responsibilities

Drive Shell Card business growth by implementing annual marketing and sales strategies, executing market penetration plans, recruiting new fleet customers, and maintaining portfolio dormancy below 5%.
Manage the fleet card portfolio by enforcing credit limits, coordinating debt collection, reconciling disputed transactions, and minimizing bad debt exposure.
Strengthen customer engagement through structured call cycles, SPANCOP prospecting, and proactive customer relationship management to improve retention and portfolio growth.
Provide comprehensive Shell Card support to customers, dealers, and Customer Service Assistants (CSAs), including resolving operational issues, ensuring proper documentation, and delivering user training.
Conduct training for field staff, station staff, and key customers to strengthen Shell Card knowledge, operational standards, and business capabilities.
Ensure compliance with Shell Card business standards, including operational procedures, incident reporting, system updates, HSSE requirements, and business controls.
Maintain Management Information System (MIS) and KPI tools, monitor credit performance, reconcile transactions, analyse customer behaviour, and provide business performance insights.
Collaborate with the Payment Manager, Finance, Retail, and Customer Service teams to ensure timely issue resolution and coordinated service delivery.
Resolve customer queries within agreed service level agreements (SLAs), proactively identify service gaps, and ensure timely, accurate customer support.
Perform any other duties assigned by the line manager in support of the annual fleet business plan.

Expected Outputs

Growth in the Shell Card customer portfolio, transaction volumes, and revenue.
Well-managed debt portfolio with minimal overdue balances.
High customer satisfaction and reduced operational escalations.
Accurate and timely reconciliation, reporting, and KPI monitoring.
Improved customer and internal stakeholder understanding of Shell Card processes.
Full compliance with Shell Card standards, HSSE requirements, and business controls.

Qualifications

Bachelor’s degree in:
- Business
- Information Technology (IT)
- Marketing
- Or a related field.

Experience

Minimum of one (1) to two (2) years’ experience in:
- Customer service
- Loyalty operations
- Sales support
- System support
Experience working with digital platforms, loyalty systems, or retail environments is an added advantage.

Core Competencies

Strong customer service orientation and problem-solving skills.
Ability to multitask and perform effectively in a fast-paced operational environment.
Excellent communication and interpersonal skills.
Strong teamwork and cross-functional collaboration.
Ability to quickly learn and adapt to new systems and technologies.
High attention to detail with strong analytical skills.
Proficiency in English and Kiswahili (where applicable).

Working Environment

Office-based with frequent coordination across Retail, Marketing, Information Technology (IT), and external service providers.
Occasional visits to retail stations for customer support and operational follow-up.
Fast-paced operational environment requiring responsiveness, operational discipline, and the ability to manage multiple priorities simultaneously.

Performance Metrics

Loyalty system uptime and issue resolution turnaround time.
Quality and timeliness of weekly and monthly reports.
Achievement of loyalty programme KPIs.
Marketing campaign execution support.
Retail station compliance and fraud reduction.
Stakeholder satisfaction and effective cross-functional coordination.

Job Detail

Job Description