Fresh Jobs at Sun King (Formerly Greenlight Planet)

​​About the role:

• The Regional Collections Manager will steer regional collections strategies, supervise and mentor collections teams to meet targets, and ensuring compliance with company policies. The Regional Collections Manager will train stakeholders, work together with cross-functional teams to resolve issues, track collection performance, and conducting audits. He/she will also identify risks in the collections process and align sales with risk management efforts, while handling tasks assigned by Senior Credit Managers.

What you would be expected to do:

• Develop and implement region-specific collections strategies that align with the company’s overall goals.
• Steer, mentor, and supervise the Area Collections Executives, ensuring they meet their assigned targets while maintaining professionalism.
• Conduct regular training and capacity-building sessions with the regional stakeholders to improve their skills and efficiency in risk management and collections.
• Liaise with respective cross-functional regional heads in ensuring the smooth running of regional operations.
• Work together with the customer care teams and easy buy departments to ensure smooth customer communications and resolve disputes when they occur.
• Track daily, weekly, and monthly collection performance reports for the region.
• Ensure that all sales/ collections practices within the region comply with company policies that touch on data privacy and consumer protection.
• Liaise with the regional sales team to ensure alignment between sales and risk/ collection processes.
• Conduct regular target audits, investigations, and training via field visitations to AHQs with underlying concerns affecting normal business operations.
• Identify potential risks in the regional collections process and develop action plans to mitigate them.
• Any other duties as may be assigned by the Zonal Credit Manager or Country Credit Manager.

You would be a strong candidate if you:

• Hold a degree in a business-related field and have a minimum of 5 years of work experience in a field collections role; 2 of which MUST be in a supervisory capacity, in the microfinance, fintech or banking industries 
• Have passion about positively impacting the lives of rural underserved consumers.
• Are a strong team player with great interpersonal and communication skills to mentor your team to deliver on expectations.
• Possess excellent analytical and problem-solving skills.
• Have excellent MS Excel, Word, and PowerPoint skills.

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The Role

• The Contact Center Team Manager will manage, coach and motivate customer service executives as they engage with our customers through the different voice and non voice platforms within the business. The Contact Center Team Manager will Mentor contact center employees and assist in the coaching and mentoring process, ensuring that every agent is well prepared to provide quality customer experience. They will be responsible for driving performance of the team in line with the assigned KPIs ensuring that they understand and meet/exceed expectations through continuous engagements. You should be analytical, accommodating, and prepared to assist call center agents.

What you would be expected to do

• Regularly monitor performance metrics results and ensure adequate performance evaluation procedures, highlighting concerns that impact team performance.
• Team managers should be well aware of the company policy and ensure its implementation and compliance. Monitor, identify and resolve performance/behavior/attendance issues using prescribed performance management techniques
• Real-time team/floor monitoring to ensure schedule and shift adherence as per planner. Assist agents by providing floor support on customer queries.
• Conduct pre-shift team meetings daily setting focus and priorities for the day to ensure productivity of the agents along their KPIs.
• Motivate and coach the team while ensuring optimum performance.
• Keeping up to date with business development and new product lines
• Manage day-to-day line activities, prioritize and make risk/impact assessments within existing processes and procedures towards achieving SLAs
• Ensure training and development plans and schedules are maintained for all team members
• Manage the fair and consistent application of performance management and disciplinary measures as necessary.
• Head and inspire a team of customer service agents to deliver excellent levels of individual/team performance and customer satisfaction
• Keep up to date with any industry changes affecting the business and relay this knowledge back to the team
• Ensure daily, weekly, and monthly reporting on service campaign performance against stipulated metrics.
• Ensuring all clients are served within required timelines by reviewing and giving feedback on improvement areas for existing processes and policies to cater to customer satisfaction
•  Efficiency in case management in line with customer escalations resolution within the defined SLAs. Continuous documentation of recommendations and drive implementation to guarantee improved performance.
• Manage and handle escalated issues related to emerging issues disrupting service delivery on the floor, and major system outages for follow-through and feedback to key stakeholders.
• Work with the management team to identify and deliver positive change and business efficiencies and  highlight operational risks and areas for improvement

You might be a strong candidate if you

• Bachelor's Degree/diploma
• 1 year experience managing call center teams (external 2 years)
• Background in managing front-line and/or tier 2 support team accountable for FCR on complex customer issues
• Proficiency with technology, especially computers, software applications and phone systems
• Good analytical and data interpretation skills.
• Exceptional verbal and written communication skills
• Strong comprehension of company products, policies and services
• Ability to coach, train and motivate employees and evaluate their performance
• Excellent Problem solving, steering, and customer service skills
• Team management/ supervisory skills experience
• Creative thinker who possesses coaching and communication skills
• Workforce management skills (added advantage)
• Ability to deal with demanding customers and escalations
• Managed customer escalations which ultimately resulted in a favorable customer satisfaction rating