Territory Retention Manager

As a Customer Retention Manager in our company, your role will involve planning and managing all territory customer retention activities to enhance customer experience and collections. Your responsibilities will include: - Ensure recruitment & productivity of collection officers - Drive collections and repossessions in accordance with set guidelines - Develop standard FAQs and approach to campaigns in partnership with retention teams - Plan and optimize resources to meet company-defined service standards - Conduct real-time monitoring and coaching of collection officers - Provide hands-on support to ensure delivery of required customer experience and retention campaign targets - Communicate, monitor, and maintain performance standards - Identify areas for development and continuous improvement - Resolve escalated customer queries and complaints as per defined protocol - Identify opportunities to enhance product and service offerings based on customer feedback - Analyze team performance statistics and assess technical competence for effective service delivery - Provide regular reports and initiatives to improve performance - Develop motivation plans to enhance team productivity and morale - Attend meetings to discuss performance, challenges, and remedial plans Key Performance Indicators (KPIs): - Collections - Infrastructure - People Qualifications required for this role: - Minimum degree in social sciences or a business-related field - Additional qualification in Credit Risk Management or Customer Services Management will be an advantage - 3+ years of experience in credit risk management, credit control, or service industry with supervisory experience - Excellent interpersonal, communication, and motivational skills - Dependable, adaptable, and capable of multitasking - Proficient in coaching, mentoring, leadership, and problem-solving - Strong written and verbal communication skills - Proficient in MS Word, Excel, PowerPoint - Team player with attention to detail - Self-driven, open to change, and good at planning and organizing Join our team to make a difference in customer retention and collections while enhancing your skills in a dynamic work environment.,