Territory Retention Manager - North, Nigeria

Position DescriptionThe 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&RsEnsure recruitment & productivity of collection officersDrive collections and repossessions (where applicable) in accordance with the set guidelinesIn partnership with retention teams, come up with standard FAQ’s and approach to campaigns to be achievedPlan and optimize resources needed to meet company defined service standardConduct Real-time monitoring on a continuous basis and coaching of COsProvide hands-on support and guidance to the teams ensuring they deliver the required customer experience, quality of service and retention campaign targetsCommunicate, monitor and maintain performance standardsIdentify areas for development to ensure continuous improvementEnsure resolution of escalated customer queries and complaints as per defined escalation protocolIdentify opportunities to improve product and service offerings based on the voice of the customerContribute and identify areas for improvement and enforcement of processes and procedures;Identify, accumulate and analyze statistics that reflect on team’s performanceContinuously assess the technical competence of the team and take steps to develop their knowledge and skills for effective service deliveryProvide regular defined reports and initiatives to improve performanceDevelop and maintain motivation plans to enhance productivity of teams and moraleAttend regular meetings to discuss performance, challenges and remedial plans vs. Voice of customer needsKPIsCollectionsInfrastructurePeopleRequirementsDesired Skills and ExperienceMinimum degree in social sciences or a business-related fieldAn additional Credit Risk Management focused qualification and/or Customer Services Management qualification will be an added advantage3 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 resultsExcellent oral and written communication skillsDependability and adaptableMulti-tasking skills and good administrative abilityCoaching, Mentoring and leadershipWritten and Verbal communication (letter writing, report writing)Computer skills (MS Word, Excel, PowerPoint)Problem solving and decision makingTeam playerSelf-Driven and open to changePlanning and organizingAttention to detail