iKhokha is one of the fastest-growing fintech companies in Africa. As you'd expect, our pace is fast-moving and ever-changing. We like it that way.
Our office is a high performance environment where we push each other to challenge the status quo. If that doesn’t appeal to you, you probably shouldn’t work here.

A fantastic opportunity has arisen to join our team. If you are an experienced Retentions Manager looking to join a fast growing business in the Fintech sector, then keep on reading.

Our culture and our team performance is critical to our success. We are seeking someone who has previously been in a leadership role and who has experience in effectively leading teams to deliver outcomes.

So, what will you do?

• You will lead and motivate the Outbound Retentions and Key Account Specialists Team at iKhokha.
• You will be responsible for driving performance within the team, ensuring a high level of productivity and KPI achievement.
• You will lead campaigns to help reactivate Dormant and Churned customers.
• You will be responsible to ensure that iKhokha clients keep trading and to monitor volumes/activity in a proactive manner.

Deal Breakers

• 5+ years call centre experience with a specific focus on customer service and retentions.
• 3+ years Management of Teams.
• Excellent written and verbal communication skills with a specific focus on retention strategies, reactivation strategies and customer service.
• MS Office Skills and Time management skills.
• Technical Support, Data, Customer Service and Sales experience

What are we looking for:

Reactive Retentions

• Drive and maintain service excellence through coaching, promoting efficient turnaround times and process enhancement sessions.
• Drive and maintain efficient handling time across CRM platform and telephonically
• Ensure merchant save rate is monitored and managed closely
• Ensure that the teams achieves ticket SLA’s

Proactive Retentions

• Drive and maintain service excellence through coaching, promoting efficient turnaround times and process enhancement sessions.
• Drive and maintain efficient handling time across CRM platform and telephonically
• Ensure merchant save rate is monitored and managed closely
• Ensure that the teams achieves ticket SLA’s

Key Accounts Management

• Ensure Call List / Visit Schedules are kept and are up to date
• Drive and maintain service excellence through customer feedback
• Provide unsurpassed service excellence to any queries/ escalations from key account merchants.

Leadership

• Set clear team goals and targets based on Smart Goals
• Oversee day to day teams operations
• Provide daily, weekly and monthly reporting to head of retentions
• Monitor team performance and report on these metrics
• Discover training needs and provide necessary coaching
• Create monthly strategy for the team to achieve Smart Goals
• Communicate with team about their performance and implement one on one sessions.

Team Engagement

• Plan and help organise team building initiatives
• Listen to team feedback and resolve any conflicts or issues that may arise
• Motivate and upskill team members
• Daily check ins with the team to understand their objectives and align those with team targets.
• Create a motivating work environment and atmosphere.

• Minimum of a matric qualification.

Perks of joining the Tribe?

• You get to work in a high growth company. Sink your teeth into meaningful work with tangible results you are accountable for.
• Hybrid, remote and in office work models.
• Remuneration & Benefits. We offer Company contributions to Medical Aid and a Group Risk Scheme.
• Visionary Leadership. 
• Study leave.  
• Access to on demand learning and development.
• A friendly, collaborative culture and a team of all-round-lekker humans (it’s true, we surveyed our Employees and they told us so).
• If you find yourself at HQ, coffee on tap and a selection of hot beverages provided by our onsite Barista.