Territory Retention Manager

Position Description

• The incumbent will be responsible for ensuring delivery of retention objectives by planning and managing all territory customer retention activities with a view to enhancing customer experience and collections.

R&Rs

• Ensure recruitment & productivity of collection officers
• Drive collections and repossessions (where applicable) in accordance with the set guidelines
• In partnership with retention teams, come up with standard FAQ’s and approach to campaigns to be achieved
• Plan and optimize resources needed to meet company defined service standard
• Conduct Real-time monitoring on a continuous basis and coaching of COs
• Provide hands-on support and guidance to the teams ensuring they deliver the required customer experience, quality of service and retention campaign targets
• Communicate, monitor and maintain performance standards
• Identify areas for development to ensure continuous improvement
• Ensure resolution of escalated customer queries and complaints as per defined escalation protocol
• Identify opportunities to improve product and service offerings based on the voice of the customer
• Contribute and identify areas for improvement and enforcement of processes and procedures;
•  Identify, accumulate and analyze statistics that reflect on team’s performance
• Continuously assess the technical competence of the team and take steps to develop their knowledge and skills for effective service delivery
• Provide regular defined reports and initiatives to improve performance
• Develop and maintain motivation plans to enhance productivity of teams and morale
• Attend regular meetings to discuss performance, challenges and remedial plans vs. Voice of customer needs

KPIs

• Collections
• Infrastructure
• People

Requirements

Desired Skills and Experience

• Minimum degree in social sciences or a business-related field
• An additional Credit Risk Management focused qualification and/or Customer Services Management qualification will be an added advantage
• 3 years+ of working experience in a credit risk management/or Credit Control or in the Service Industry with some supervisory level exp.
• Excellent interpersonal skills and Ability to motivate to produce results
•  Excellent oral and written communication skills
• Dependability and adaptable
• Multi-tasking skills and good administrative ability
• Coaching, Mentoring and leadership
• Written and Verbal communication (letter writing, report writing)
• Computer skills (MS Word, Excel, PowerPoint)
• Problem solving and decision making
• Team player
• Self-Driven and open to change
• Planning and organizing
•  Attention to detail