Supervisor Retention/ Collection

Supervisor of Retention / Collection is responsible for overseeing billing health, collection effectiveness, and churn mitigation strategy to reduce accounts receivable overdue and maintain an active customer base. This position reports directly to the General Manager Operations or Chief Operating Officer (COO) and bridges strategic working relationships between Finance/Accounting (cash targets and bad debt reduction) and Customer Care/Operations & Sales (customer satisfaction and retention).

Key responsibilities :

• Design collection strategies (desk call, field collection, digital payment reminder) and customer retention/winback programs
• Develop SOPs, collection escalation matrices, and standards for handling delinquent customers
• Conduct daily, weekly, and monthly monitoring of aging schedules, billing collection rates, and accounts receivable delinquency
• Analyze customer non-payment patterns and recommend early prevention solutions
• Manage temporary service suspension (soft disconnect) and permanent disconnection (hard disconnect) strategies in a measured manner without reducing customer satisfaction
• Manage retention programs for customers at risk of voluntary churn or service cancellation
• Coordinate and evaluate performance of internal collection teams and third-party collection agency partners
• Conduct regular training on negotiation techniques, complaint handling, and collection ethics compliance
• Approve or recommend special incentive programs and collection schemes within defined criteria
• Determine service suspension escalation or contract termination decisions

Qualification :

• Minimum S1 degree in any discipline (preferably Management, Accounting, Economics, or Information Technology/Systems)
• Minimum 3–5 years of experience in Collection, Credit Control, Retention, or Customer Relationship Management (preferably from Telecommunications, ISP, Consumer Finance, or Subscription-based Service industries)
• Advanced proficiency in data analysis using Microsoft Excel / Google Sheets (VLOOKUP, Pivot, Data Modeling) and CRM/Billing dashboard tools
• Understanding of billing cycles, credit control management, and regulations related to telecommunications/data customer transactions
• Integrity and compliance: maintain legal, transparent collection ethics and avoid data misuse/fraud
• Customer orientation
• Strategic and analytical thinking
• People and team leadership
• Advanced collection and negotiation technique
• Revenue assurance and billing operations