Summary
Date Posted: Tuesday, November 08, 2022 , Base Salary: Not Disclosed

JOB DETAILS:

Job Location: Uganda
Reporting to: Field Retention Manager

Position Description
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 revenue collection.

Roles & Responsibilities
• Collections Management
• Delinquency Management in the assigned territory
• Recruiting and ensuring availability of the Commission Officers
• Plan and optimize resources needed to meet company defined service standards and targets
• Conducting Real-time monitoring on a continuous basis and coaching of Commission Officers
• Providing hands-on support and guidance to the teams, ensuring they deliver the required customer experience, quality of service and retention campaign targets
• Communicating, monitoring and maintaining performance standards
• Identifying areas for development to ensure continuous improvement
• Ensuring resolution of escalated customer queries and complaints as per defined escalation protocol
• Identifying opportunities to improve product and service offerings based on the voice of the customer
• Contributing and identifying areas for improvement and enforcement of processes and procedures
• Continuously assessing the technical competence of the team and take steps to develop their knowledge and skills for effective service delivery
• Providing regular defined reports and initiatives to improve performance
• Developing and maintaining motivation plans to enhance productivity of teams and morale
• Any other duties that maybe assigned from time to time

Qualifications and Desired Experience
• Minimum degree in social sciences or a business-related field
• An additional focused Credit Risk Management qualification and/or Diploma in Customer Services Management will be an added advantage
• 5 years of working experience in a credit risk management/or Credit Control or in the Service Industry with some supervisory level.
• Sales skills and experience within the service sector
• 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


Work Hours: 8

Experience in Months: 60

Level of Education: Bachelor Degree

Job application procedure

Candidates who meet the requirements should submit their CV only to recruitment.uganda@dlight.com  with the email subject as “Territory Retention Manager” by 11th November 2022 at 5pm.

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.
Female candidates are highly encouraged to apply.



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