Territory Retention Manager

1 day ago

Nairobi Nairobi City Kenya d Full time 1,200,000 - 2,400,000 per year

Position Description Job Location:   Nairobi, Kenya  Reporting to:    Collection Manager. 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 needsKPIs ●       Collections●       Infrastructure●       PeopleRequirementsDesired 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 How to Apply: Interested and qualified candidates are invited to submit their application. Please note: Submission of both a Cover Letter and CV is Mandatory for consideration. Only shortlisted candidates will be contacted.

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