Territory Retention Manager

7 days ago

South South Edo Nigeria d Full time ₦900,000 - ₦1,200,000 per year

PositionDescriptionTheincumbent will be responsible for ensuring delivery of retention objectives byplanning and managing all territory customer retention activities with a viewto enhancing customer experience and collections. R&Rs●       Ensure recruitment & productivity ofcollection officers●       Drive collections and repossessions (whereapplicable) in accordance with the set guidelines●       In partnership with retention teams, comeup with standard FAQ's and approach to campaigns to be achieved●       Plan and optimize resources needed to meetcompany defined service standard●       Conduct Real -time monitoring on acontinuous basis and coaching of COs●       Provide hands -on support and guidance tothe teams ensuring they deliver the required customer experience, quality ofservice and retention campaign targets●       Communicate, monitor and maintainperformance standards●       Identify areas for development to ensurecontinuous improvement●       Ensure resolution of escalated customerqueries and complaints as per defined escalation protocol●       Identify opportunities to improve productand service offerings based on the voice of the customer●       Contribute and identify areas forimprovement and enforcement of processes and procedures;●        Identify, accumulate and analyze statistics that reflect on team'sperformance●       Continuously assess the technicalcompetence of the team and take steps to develop their knowledge and skills foreffective service delivery●       Provide regular defined reports andinitiatives to improve performance●       Develop and maintain motivation plans toenhance productivity of teams and morale●       Attend regular meetings to discussperformance, challenges and remedial plans vs. Voice of customer needs KPIs●       Collections●       Infrastructure●       People RequirementsDesiredSkills and Experience●       Minimum degree in social sciences or abusiness -related field●       An additional Credit Risk Managementfocused qualification and/or Customer Services Management qualification will bean added advantage●       3 years+ of working experience in a creditrisk management/or Credit Control or in the Service Industry with somesupervisory level exp.●       Excellent interpersonal skills and Abilityto motivate to produce results●        Excellent oral and written communication skills●       Dependability and adaptable●       Multi -tasking skills and goodadministrative ability●       Coaching, Mentoring and leadership●       Written and Verbal communication (letterwriting, 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

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