Retention & Billing Team Leader At Telkom Kenya

Reporting to:Manager, Corporate & Support
Band:3
Department:Customer Experience
Role Purpose:To provide leadership and coaching to the team in managing churn, billing tasks and proactively engaging customers on retention campaigns of Enterprise, SME, SOHOs and Premium Mobile.
He/she will ensure that all KPIs regarding processes and systems applications as well as target SLAs are observed throughout the retention and billing management processes in order to maximize the customer experience.
Key Duties and Responsibilities
Monitor & execute the all Churn requests and ensure they are within budget
Contribute to the cost saving initiatives of TKL through Billing Dispute management
Support the collection of outstanding money through the effective execution of the dunning process
Execute the call centre activities within budget limits
Optimize the customer experience by review of customer journeys that have an impact on retention including campaign management
Ensure the effective management of the customer query resolution process by the team
Supervise the Retention, Billing and Dunning tasks for accuracy to increase customer satisfaction and avoid revenue leakages
Provide insights on retention, churn and billing tasks to relevant stakeholders to support the enhancement of product development and marketing alignment and business decision making
Identify, recommend and implement process improvement opportunities
Set and meet performance targets for speed, efficiency and quality
Ensure the compliance to processes and procedures
Chair weekly Dispute Resolution Committee Meetings with relevant stakeholders
Oversee the internal and outsourced service provider to ensure efficient and accurate billing through relevant communication channels
Support the related customer care activities concerning customer retention

Academic / Professional Qualifications
Bachelor’s degree in Business, Marketing or related field from a recognized institution
Minimum 3-5 years of experience in customer service and relationship management,
Experience in working with Retention methodologies
Experience in complex billing dispute management & understanding of billing management systems
Experience in Telecommunication / ICT industries is preferred

Professional Skills:
Management / flexibility : Experienced in managing, developing and motivating a retention team
Team-work / collaboration : must be a strong team player with a commitment to value-based leadership
Initiative & pro-activity : must be self-driven, energetic, resourceful, creative, and possess strong leadership skills
Influence & persuasion : ability to project a strong, positive image of him/herself and the Company

This position is open to Kenyan citizens only.