Territory Retention Manager

Education

• 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
  

• 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