Territory Retention Manager – South-West Nigeria

About the role

The Territory Retention Manager will lead customer retention and collection activities across the South‑West region of Nigeria (Kwara‑Osun). The role focuses on enhancing customer experience, driving collections and repossessions, and ensuring the achievement of retention targets through effective team management and process optimisation.

Key responsibilities

• Recruit, train and manage collection officers to meet productivity goals.
• Drive collections and, where applicable, repossessions in line with company guidelines.
• Develop standard FAQs and campaign approaches in partnership with retention teams.
• Plan and allocate resources to meet defined service standards.
• Conduct real‑time monitoring, coaching and support for collection officers.
• Maintain performance standards, resolve escalated customer issues and monitor compliance.
• Analyse performance statistics and produce regular reports.
• Identify opportunities for product and service improvement based on customer feedback.
• Design and implement motivation and morale‑boosting initiatives for the team.
• Participate in regular performance review meetings.

Required profile

• Minimum degree in social sciences or a business‑related field; additional credit risk or customer service qualifications are a plus.
• At least 3 years of experience in credit risk management, credit control or a service industry, with some supervisory responsibility.
• Strong interpersonal and communication abilities, both oral and written.
• Proven ability to motivate teams and deliver results.
• Dependable, adaptable and capable of multitasking in a fast‑paced environment.
• Leadership qualities with experience in coaching and mentoring staff.

Required skills

• Microsoft Word
• Microsoft Excel
• Microsoft PowerPoint