We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.

Job 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.

Roles & Responsibilities

• 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
• Infrastruture
• People

Requirements

• 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

• 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

• Excellent interpersonal skills
• Ability to motivate to produce results
• Excellent oral and written communication skills
• Dependability and adaptable
• Multi-tasking skills
• 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

• 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