Head of Customer Hardships Technology

2 months ago

Johannesburg, Gauteng, South Africa Planet10 Full time
Job Description

At Planet10, we are seeking a highly skilled and experienced professional to lead our customer hardships technology efforts. As the Head of Customer Hardships Technology, you will be responsible for owning and operating our customer hardships technology and data stack, ensuring effective and stable operations and fast turn-around time for changes.

Key Responsibilities
  • Technical Leadership: Lead the technical squad to design, implement, and maintain customer hardships technical solutions.
  • Technology Strategy: Procure or develop appropriate information technology components to achieve customer hardships objectives and deliver best-in-class customer experience.
  • Stack Maintenance: Ensure the technical stack remains up-to-date by motivating for and implementing changes to achieve superior value.
  • Strategy Implementation: Inform customer hardships and recoveries strategy, implement hardship strategy and customer experience approach by performing necessary changes to technological capabilities of customer hardship operations.
  • Alignment: Align the customer hardships strategy to the organisational technology strategy, balancing helping customers with maximising collection metrics.
  • Decision Engine: Drive defining, implementing, and updating of the decision engine for customer hardships purposes.
  • Operational Efficiency: Increase operational efficiencies by ensuring that current processes are being utilised optimally.
  • Data-Driven Decision Making: Leverage expert use of data to inform strategies and monitor performance, implement and validate champion/challenger strategies for technological components.
  • Team Leadership: Build, guide, and coach a high-performance team of engineers, analysts, decision specialists, and UI designers to achieve area objectives.
Requirements
  • Education: Bachelor of Science degree in Mathematics, Statistics, or Informatics.
  • Experience: 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, and minimum of 6 years of managerial experience.
  • Skills: Ability to work with SQL-based systems to extract and transform data, experience working with Microsoft or AWS data and reporting technologies, and experience with Atlassian tools (Jira, Confluence, etc.).

We are looking for a highly skilled and experienced professional who can lead our customer hardships technology efforts and drive business growth. If you have a passion for technology and customer experience, we encourage you to apply for this exciting opportunity.

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