Territory Retention Manager at d.light

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