Territory Retention Manager - South-West(Lagos - Ogun ) Nigeria

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