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The Territory Manager is accountable for end-to-end performance, stability, and growth of all KBZPay Centers within the assigned territory. The role focuses on operation oversight, governance, people leadership, risk control, and performance ownership, while ensuring Territory Officers execute daily operations effectively. The Territory Manager acts as the final accountable authority at territory level for service quality, SLA, compliance, and people performance.

Territory Governance & Performance Ownership

• Own overall territory performance covering SLA, service quality, productivity, compliance, and customer experience.
• Ensure all centers operate without disruption and meet BU and management targets.
• Validate and approve territory-level plans, rosters, and improvement initiatives.

Leadership & Accountability Management (TO / IC / 2IC / CCO)

• Lead, coach, and performance-manage Territory Officers.
• Hold TOs accountable for execution accuracy, reporting quality, and issue resolution.
• Review IC, 2IC, and CCO performance through TO reports and field validation.
• Take decisive action on underperformance, misconduct, or repeated operational failures.

Risk, Compliance & Escalation Authority

• Act as the territory escalation owner for high-risk, sensitive, or repeated issues.
• Ensure SOP, audit, and regulatory compliance across all centers.
• Approve or escalate major incidents to Head Office, RI, and senior management.
• Validate corrective actions and prevent recurrence.

• Territory Planning, Transformation & Growth

• Lead territory-level planning including:
  • New center openings
  • Capacity optimization
  • Transformation and pilot initiatives
• Drive productivity improvement programs and cross-center standardization.
• Align territory execution with BU and corporate strategy.

• Performance Review, Reporting & Management Interface

• Review, challenge, and endorse TO reports before submission.
• Present territory performance, risks, and improvement plans to management.
• Own accuracy and integrity of territory data and KPI reporting.
• Support incentive validation and people review processes.

• Recognized degree (preferably in Business Management, Business Administration)
• Minimum 4/5 years in Management Level
•  Relevant Experience in Operation Management and customer service