Retentions and Collections Lead

6 months ago

Midrand, South Africa ikeja Full time

Hey We're ikeja, always with a lowercase "i." We're a home-grown tech company that builds tools and services enabling affordable internet access to Ekasi. ikeja exists to eliminate the financial barrier to true unlimited internet access for those in the townships of South Africa while providing the best possible customer service and experience.

ikeja has a culture of innovation, urgency, frugality, and perfection and is led by leaders who are relentless in creating a company that contributes positively to the township connectivity ecosystem.

At ikeja, we believe in providing more than just a quality internet solution - we're dedicated to building and empowering the communities we serve, by equipping them with the accessibility required for their personal and professional development. We're looking for people who are energized by the idea of working in a highly diverse and growth-focused company and inspired by our mission to help us achieve it.
- The Role_❓

We are seeking a passionate, versatile, and creative Retentions and Collections Lead to oversee and manage our growing Collections and Retentions team. In this role, you will build and manage the newly established Retentions department, setting up processes and managing a growing team of Client Collections Consultants.

This role demands the ability to take full ownership and accountability for the development of the department, ensuring the retention of our customer base and significantly reducing uninstallations. Your responsibilities will also encompass fostering the growth of your team and overseeing specific focus areas. We are looking for individuals who are self-directed, meticulous, personable, and comfortable with maintaining visibility and a physical presence within the areas you represent.

As part of this role, you will work closely with the Customer Engagement, Finance, Operations, and Marketing teams. Your effective execution of this role is crucial to reducing cancellations and non-payment, ensuring proactivity in addressing customer concerns. This presents an exciting and challenging opportunity for you to join our team and play an integral role in enhancing the overall performance of ikeja. If being entrenched in the communities we serve and taking full responsibility for the growth of your department sounds appealing, then we'd love to hear from you
- Responsibilities of the Role_
- Develop and implement strategies to retain existing customers.
- Analyze ikeja's churn profile, segmented into areas.
- Collaborate with Marketing and Inside Sales Departments to enhance customer satisfaction and brand loyalty.
- Oversee the collections process to ensure reconnection fees are paid promptly.
- Monitor overdue accounts and implement effective collection or reconnection strategies.
- Lead and manage the existing team and expand according to the strategic direction of ikeja.
- Provide training and guidance to team members on effective customer retention and collections techniques.
- Set performance targets and monitor team performance regularly.
- Communicate with customers to understand their financial situations and negotiate suitable action.
- Address customer concerns and inquiries related to vouchers and other payment methods.
- Provide data analytics to assess customer behavior and payment patterns.
- Identify trends that may impact the collections process and adjust strategies accordingly.
- Generate reports to track key performance indicators and present findings to management.
- Continuously evaluate and enhance existing retention and collections processes.
- Work with the Operations teams to implement process improvements and streamline workflows.
- Stay up-to-date with changes in legislation that may impact the processes of the department.
- Prepare regular reports for management detailing the performance of the retention and collections team.
- Highlight areas for improvement and provide recommendations.
- Provide ongoing training to ensure the team has the necessary skills and knowledge to excel in their roles.
- Requirements for the Role_
- Matric, relevant tertiary qualification an added advantage
- 3-5 years of experience in a Retentions and Collections environment.
- 2 years in a leadership role.
- Strong understanding of an ekasi customer base, the general culture, and market.
- Excellent communication and interpersonal skills.
- Creative thinker.
- Ability to work with data analysis and reporting tools.
- Strong project management and organizational skills.
- Deep understanding of Churn and Churn improvement strategies.
- Strong Excel skills
- What Makes You a Good Fit for the Role?_
- Strong leadership and people management skills.
- Creative yet analytical.
- Entrepreneurial spirit and a self-starter.
- Strong decision-making skills.
- Tech-savvy.
- Detail-oriented.
- Agile and not resistant to change.
- Ambitious and goal-driven.
- Reliable.
- Good with people.
- A strong appetite for learning.
- Works well under pre

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