Customer Hardships : Head of Technology

Mindworx Consulting; Johannesburg; On-site; ZAR 600 000 - 1 000 000; Full time

Job summary

An established industry player is seeking an experienced leader to drive technology solutions for customer hardships. This role involves owning the technology stack, ensuring operational stability, and implementing strategies that enhance customer experience while maximizing collection metrics. The ideal candidate will have a strong background in data analysis, team leadership, and a proven track record in collections technology. Join a forward-thinking company that values innovation and efficiency, where your contributions will directly impact customer satisfaction and operational success.

Qualifications

• 10+ years of experience in collections and recoveries with a strong focus on data.
• Proven ability to lead teams and improve customer experience through technology.

Responsibilities

• Lead the design and maintenance of customer hardship technology solutions.
• Ensure operational efficiencies and compliance in technology strategies.

Skills

Data Analysis

SQL

Team Leadership

Customer Experience Improvement

Operational Efficiency

Education

Bachelor of Science in Mathematics

Bachelor of Science in Statistics

Bachelor of Science in Informatics

Tools

SQL-based Systems

Microsoft Data Technologies

AWS Data Technologies

Jira

Confluence

Job description

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