Head of Customer Operations

A fast-growing and passionate technical engineering company heavily invested in cutting-edge technology is currently looking for a Head of Customer Operations. This role is pivotal to shaping and enhancing their collections and customer support operations, ensuring their teams success, and delivering exceptional company experience to their customers.

Position Overview:

You will be pivotal in enhancing individual and team performance for the company by providing guidance, coaching, and feedback and setting clear targets and KPIs aligned with company goals. Critical responsibilities include collaborating with stakeholders to optimise collection processes and increase recovery rates, analysing performance data, generating reports, staying abreast of industry trends, and managing training initiatives. The role also involves handling complex customer queries and overseeing interactions with External Debt Collection Agencies, ensuring compliance and performance alignment.

Your daily adventures include:

• Leadership and Strategy:
• Provide strategic direction for collections and customer support operations.
• Cultivate a high-performance culture focused on innovation and continuous improvement.
• Collaborate with cross-functional teams to align operations with organisational goals.
• Collections and Arrears Management:
• Develop and implement effective collection strategies.
• Optimise collections processes to enhance efficiency and reduce delinquency rates.
• Analyse data to identify trends and recommend improvements to collection strategies.
• Customer Support Excellence:
• Oversee customer support operations to ensure a positive customer experience.
• Implement best practices to improve customer satisfaction and loyalty.
• Analyse customer feedback and implement enhancements to support processes.
• Data Analysis and Reporting:
• Utilise data analytics to derive actionable insights for informed decision-making.
• Implement and maintain reporting mechanisms to track key performance indicators.
• Provide regular performance reports to senior management.
• Team Development:
• Lead, mentor, and inspire a high-performing collection and customer support team.
• Conduct training programs to enhance team capabilities and skills.

Requirements

What it takes to succeed:

• Bachelors degree in business, Finance, Law, Economics or Statistics.
• A post-graduate qualification in a business science-related discipline is strongly preferred (Honours and/or masters level)
• A proven track record of leading teams effectively as well as driving continuous improvement within an operational context.
• Three to five years of experience in a similar role within the FinTech and financial services sector.
• Strong knowledge of collections strategies, techniques, and regulations.
• Excellent leadership and people management skills
• Analytical mindset
• Results-oriented
• Proficient in collection management software and MS Office applications
• Proficiency in data manipulation and reporting applications