Territory Retention Manager - North, Nigeria

The incumbent will be responsible for ensuring the delivery of retention objectives by planning and managing all territory customer retention activities with a view to enhancing customer experience and collections. You will be expected to ensure recruitment and productivity of collection officers, drive collections and repossessions in accordance with set guidelines, and collaborate with retention teams to develop standard FAQs and campaign approaches. Additionally, you will need to plan and optimize resources to meet company-defined service standards, conduct real-time monitoring and coaching of collection officers, and provide hands-on support to ensure the delivery of required customer experience, service quality, and retention campaign targets. Your responsibilities will also include communicating, monitoring, and maintaining performance standards, identifying areas for development to ensure continuous improvement, resolving escalated customer queries and complaints as per defined escalation protocols, and identifying opportunities to enhance product and service offerings based on customer feedback. You will contribute to the improvement and enforcement of processes and procedures, analyze statistics reflecting team performance, assess and develop the technical competence of the team, and provide regular reports and initiatives to enhance performance. To be successful in this role, you are required to have a minimum degree in social sciences or a business-related field, with an additional Credit Risk Management focused qualification and/or Customer Services Management qualification considered an advantage. You should have at least 3 years of working experience in credit risk management, credit control, or the service industry, with some supervisory level experience. Excellent interpersonal, communication, and motivational skills are essential, along with the ability to multitask, demonstrate good administrative abilities, and exhibit coaching, mentoring, and leadership qualities. Proficiency in written and verbal communication, computer skills (MS Word, Excel, PowerPoint), problem-solving, decision-making, teamwork, adaptability, planning, organizing, and attention to detail are also required traits for this role.,