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