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
- Locations
- Lagos, Nigeria · Abeokuta, Ogun, Nigeria
- Education
- bachelor degree
- Experience
- 3+ years