d.light Uganda
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.
Roles & Responsibilities
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Ensure recruitment & productivity of collection officers
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Drive collections and repossessions (where applicable) in accordance with the set guidelines
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In partnership with retention teams, come up with standard FAQ’s and approach to campaigns to be achieved
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Plan and optimize resources needed to meet company defined service standard
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Conduct Real-time monitoring on a continuous basis and coaching of COs
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Provide hands-on support and guidance to the teams ensuring they deliver the required customer experience, quality of service and retention campaign targets
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Communicate, monitor and maintain performance standards
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Identify areas for development to ensure continuous improvement
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Ensure resolution of escalated customer queries and complaints as per defined escalation protocol
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Identify opportunities to improve product and service offerings based on the voice of the customer
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Contribute and identify areas for improvement and enforcement of processes and procedures;
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Identify, accumulate and analyze statistics that reflect on team’s performance
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Continuously assess the technical competence of the team and take steps to develop their knowledge and skills for effective service delivery
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Provide regular defined reports and initiatives to improve performance
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Develop and maintain motivation plans to enhance productivity of teams and morale
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Attend regular meetings to discuss performance, challenges and remedial plans vs. Voice of customer needs
KPIs
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Collections
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Infrastruture
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People
Requirements
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Minimum degree in social sciences or a business-related field
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An additional Credit Risk Management focused qualification and/or Customer Services Management qualification will be an added advantage
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3 years+ of working experience in a credit risk management/or Credit Control or in the Service Industry with some supervisory level exp.
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Excellent interpersonal skills and Ability to motivate to produce results
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Excellent oral and written communication skills
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Dependability and adaptable
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Multi-tasking skills and good administrative ability
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Coaching, Mentoring and leadership
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Written and Verbal communication (letter writing, report writing)
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Computer skills (MS Word, Excel, PowerPoint)
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Problem solving and decision making
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Team player
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Self-Driven and open to change
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Planning and organizing
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Attention to detail
