Territory Retention Manager

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.

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.

• 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

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