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