Head of CSD / Recovery

The Grand City

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Key Responsibilities:

Develop and implement strategies to enhance overall customer satisfaction.
Oversee the ustomer support and recovery team and ensure timely and effective resolution of customer queries and complaints.
Establish and maintain service level agreements (SLAs) to meet customer service standards.
Monitor customer feedback and implement improvements to enhance service quality.
Develop and implement strategies to minimize bad debts and recover outstanding payments.
Manage the recovery team and ensure adherence to recovery processes and procedures.
Negotiate with delinquent customers to secure payment arrangements and settlements.
Monitor and report on recovery performance and implement corrective actions as needed.
Identify areas for process improvement within the customer service and recovery functions.
Implement best practices to streamline operations and enhance efficiency.
Conduct regular reviews of existing processes and make recommendations for optimization.
Provide leadership and guidance to the customer service and recovery teams.
Set performance targets and provide ongoing coaching and development to team members.
Foster a culture of collaboration, accountability, and continuous improvement within the teams.