State/Regional Manager (State Customer Success Agent) at Credit Direct Limited

Job Summary

This role is responsible for leading and supporting a team of Relationship Managers across a designated state or region, ensuring consistent performance and alignment with organizational goals across localities. The candidate will provide strategic guidance, foster best practices, and maintain high standards of service delivery. This role is integral to the company’s scaling efforts and will play a key part in regional growth and operational consistency.

Job Details

Leadership & Team Supervision:

• Supervise a cluster of Relationship Managers within the designated state or region, ensuring they meet their sales and conversion targets.
• Provide training, support, and resources to Relationship Managers to optimize their effectiveness in localities.
• Act as a bridge between state/regional teams and senior leadership, ensuring that communication flows smoothly and that regional challenges and successes are visible at the executive level.

Strategic Coordination & Regional Oversight:

• Coordinate with the Business Development Lead to implement region-specific partnership strategies.
• Develop and implement regional strategies that align with company-wide goals while adapting to the specific needs of each locality.
• Analyze regional performance data to identify trends, challenges, and opportunities, reporting to the Head of Financial Inclusion Unit.
• Act as the main point of contact for associations that span multiple localities within the region, ensuring consistency and addressing cross-locality challenges.
• Resolve escalated issues or complaints from associations, working closely with Relationship Managers to address concerns and reinforce partnerships.
• Ensure a consistent customer experience and service quality across all localities, working with Relationship Managers to maintain high standards of engagement and relationship-building.
• Conduct customer satisfaction surveys and recommend ways of ensuring client’s satisfaction.

Requirements

• Bachelor’s degree in Business Administration, Marketing and Sales, Finance, Accounting or a related field.
• Minimum of 5 years of experience in a related field within the financial services industry.