Job Location: Nairobi, Kenya
Reporting to: Collection Manager.
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
How To Apply
Interested and qualified candidates are invited to submit their application.
Please note: Submission of both a Cover Letter and CV is Mandatory for consideration.
Only shortlisted candidates will be contacted.