Customer Hardships: Head of Technology (JHB/CPT) - - Johannesburg

Owns customer hardships technology and data stack, ensuring effective and stable operations and fast turn-around time for changes.
Leads the technical squad to design, implement and maintain customer hardships technical solutions.
Procures or develops appropriate information technology components to achieve customer hardships objectives and deliver best in class customer experience.
Ensures technical stack remains up-to-date by motivating for and implementing changes to achieve superior value.
Informs customer hardships and recoveries strategy. Implements hardship strategy and customer experience approach by performing the necessary changes to technological capabilities of the customer hardship operations.
Aligns the customer hardships strategy to the organisational technology strategy, balancing helping customers with maximising collection metrics.
Drives defining, implementing and updating of the decision engine for customer hardships purposes.
Increases the operational efficiencies by ensuring that the current processes are being utilised optimally.
Leverage expert use of data in order to inform strategies and monitor performance, implement and validate champion / challenger strategies for technological components.
Analyses service delivery and implementation of corrective plans where required.
Builds, guides and coaches a high-performance team of engineers, analysts, decision specialists and UI designers to achieve area objectives.

Bachelor of Science degree in Mathematics, Statistics or Informatics.
Minimum of 10 years of collections and / or recoveries experience.
Minimum of 10 years of experience working with collection strategies and / or collections data / reporting.
Minimum of 5 years of experience with collections and / or recoveries technologies.
Minimum of 6 years of managerial experience.
Ability to work with SQL-based systems to extract and transform data.
Experience working with Microsoft or AWS data and reporting technologies is an advantage.
Experience with Atlassian tools-Jira, Confluence etc.

Implementation and maintenance of customer hardships information technology solutions and integration components.
Updates to the collection strategies, segments, queues, correspondence templates and call strategies in the decisioning area(s).
Creation and maintenance of data solutions for customer hardships.
Ensure compliance to relevant standards.

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