Overview
Customer Hardships : Head of Technology Jobs in Johannesburg, South Africa at Mindworx Consulting
Responsibilities:
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
Position Info:
Responsibilities and KRA’s:
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
Requirements:
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
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Title: Customer Hardships : Head of Technology
Company: Mindworx Consulting
Location: Johannesburg, South Africa
Category: IT/Tech (IT Consultant)
