d.light is a global leader and pioneer in delivering affordable solar-powered solutions designed for the two billion people in the developing world without access to reliable energy. d.light provides distributed solar energy solutions for households and small businesses that are transforming the way people all over the world use and pay for energy.
The Territory Retention Manager plays a crucial role in overseeing collections and retention activities within a defined territory, ensuring high productivity of collection officers and adherence to credit risk management guidelines. This role is key to maintaining company defined service standards, optimizing resources, and driving customer experience improvements through effective team leadership and performance monitoring.
Responsibilities and Duties (R&Rs)
- Ensure recruitment and 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 FAQs and approach to campaigns to be achieved.
- Plan and optimize resources needed to meet company defined service standards.
- Conduct Real-time monitoring on a continuous basis and coaching of Collection Officers (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.
Key Performance Indicators (KPIs)
- Collections
- Infrastructure
- People
Requirements: Desired Skills and Experience
Qualifications 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.
- Minimum 3 years of working experience in a credit risk management and/or Credit Control or in the Service Industry with some supervisory level experience.
Core Skills and Competencies:
- Excellent interpersonal skills and ability to motivate to produce results.
- Excellent oral and written communication skills.
- Dependability and adaptability.
- 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.
