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
