Territory Retention Manager - South-West(Lagos - Ogun ) Nigeria

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