Territory Retention Manager - North, Nigeria

Responsibilities

• Ensure delivery of retention objectives by planning and managing all territory customer retention activities.
• 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 standards.
• Conduct Real-time monitoring on a continuous basis and coaching of Collection Officers.
• 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.
• 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.

Requirements

• 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 experience.

Desired Skills and Experience

• 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.