Head of Customer Hardships Strategy

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Head of Customer Hardships Strategy

Apply locations Johannesburg Cape Town posted on Posted 2 Days Ago job requisition id JR-55353

Let's Write Africa's Story Together!

Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.

Job Description

Create, measure and improve consolidated hardship strategy. Conduct regular strategy reviews.

Forecast performance, set targets and identify actionable leavers of performance.

Develop ML models to be used across hardship decisioning. KEY RESULT AREAS

• Sets and deliver a consolidated hardship strategy and operational approach that meets or exceeds customer retention goals balanced with the defined loss expectations of the bank.
• Designs champion challenger strategies (A/B testing) for customer hardship as well as recoveries portfolios.
• Measures champion challenger strategies (A/B testing), conducts post implementation reviews and crowns champion strategies.
• Conducts deep dives into operational and product performance to inform course correction in order to achieve area objectives.
• Sets impairment targets (IFRS9) in cooperation with the credit risk team. 
• Forecasts performance and identify actionable leavers for achieving targets.
• Conducts regular strategy reviews and present results to relevant committees to obtain approvals and comply with financial and credit standards.
• Creates prescriptive models to determine next best treatment for the customer hardships area.
• Monitors model performance and ensure model compliance to appropriate standards with the appropriate credit risk modelling and analytics teams. Designs and executes A/B tests of models.
• Determines and implements the outsourcing strategy.
• Design, monitor and make changes to capacity model and resource scheduling.
• Design, monitor and make changes to hardships incentive scheme(s).
• Defines, builds and maintains data products necessary for analytics.
• Builds, guides and coaches a high performance team of analysts to achieve area objectives
• Create, measure and improve consolidated hardship strategy . Conduct regular strategy reviews .
• Forecast performance, set targets and identify actionable leavers of performance.
• Develop ML models to be used across hardship decisioning.

ROLE REQUIREMENTS

• Bachelor of Science degree in Mathematic s , Statistics or Engineering

• Minimum of 10 years of collections and / or recoveries experience

• Minimum of 10 years of experience working with collection strategies

• Minimum of 6 years of managerial experience

• Ability to work with SQL-based systems to extract and transform data

• Good working knowledge of machine learning (ML) techniques , scorecard building and model governance is an advantage .

• Applied working experience with developing and using programming languages such as SAS, Python or R

The appointment will be made from the designated group in line with the Employment Equity Plan of Old Mutual South Africa and the specific business unit.

Skills

Education

Closing Date

21 June 2024

The appointment will be made from the designated group in line with the Employment Equity Plan of Old Mutual South Africa and the specific business unit in question.

Old Mutual Limited is pro-vaccination and encourages its workforce to be fully vaccinated against Covid-19.

All prospective employees are required to disclose their vaccination status as part of the recruitment process.

Please refer to the Old Mutual’s Covid-19 vaccination policy for further detail. Kindly note that Old Mutual reserves the right to reinstate the requirement to vaccinate at any point if it is of the view that it is imperative to do so.

The Old Mutual Story!

About Us

Old Mutual is a premium African financial services organisation that offers a broad spectrum of financial solutions to retail and corporate customers across key market segments in 14 countries. The lines of business include Life and Savings, Property and Casualty, Asset Management and Banking and Lending.
We are rooted in our purpose of Championing Mutually Positive Futures Every Day and believe that a great customer experience is anchored in a great employee experience.

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