Territory Retention Manager - South South, Nigeria

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, develop standard FAQs and approach to campaigns. Plan and optimize resources needed to meet company defined service standards. Conduct real-time monitoring and coaching of Collection Officers. Provide hands-on support and guidance to teams for delivering required customer experience, quality of service, and retention campaign targets. Communicate, monitor, and maintain performance standards. Identify areas for development to ensure continuous improvement. Resolve 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 to the improvement and enforcement of processes and procedures. Accumulate and analyze statistics reflecting team performance. Assess team's technical competence and develop their knowledge and skills for effective service delivery. Provide regular reports and initiatives to improve performance. Develop and maintain motivation plans to enhance team productivity and morale. Attend meetings to discuss performance, challenges, and remedial plans vs. Voice of customer needs. Key Performance Indicators: - Collections - Infrastructure - People Requirements: Desired Skills and Experience: - Minimum degree in social sciences or a business-related field - Additional Credit Risk Management focused qualification and/or Customer Services Management qualification preferred - 3+ years of working experience in credit risk management, credit control, or the service industry with some supervisory experience - Excellent interpersonal skills, ability to motivate, and produce results - Excellent oral and written communication skills - Dependable and adaptable - Multi-tasking skills and good administrative ability - Coaching, mentoring, and leadership skills - Proficient in written and verbal communication, computer skills (MS Word, Excel, PowerPoint), problem-solving, decision-making, team player, self-driven, open to change, planning, organizing, and attention to detail.,