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At Old Mutual, we believe in the incredible opportunities across Africa, and our diverse talent pool reflects this commitment.

Job Overview

We are looking for a Head of Customer Hardships Strategy to lead and manage our hardship strategy. This critical role involves creating, measuring, and improving a consolidated hardship strategy. You will be responsible for conducting regular strategy reviews, forecasting performance, setting targets, and identifying actionable levers for performance enhancement. Additionally, you will develop machine learning (ML) models to be used across hardship decisioning processes.

Key Responsibilities

• Develop and deliver a consolidated hardship strategy and operational approach that exceeds customer retention goals while meeting defined loss expectations.
• Design and execute champion challenger strategies (A/B testing) for customer hardship and recoveries portfolios.
• Measure strategies, conduct post-implementation reviews, and select champion strategies.
• Conduct deep dives into operational and product performance to inform corrective actions.
• Set impairment targets (IFRS9) in collaboration with the credit risk team.
• Forecast performance and identify actionable levers for achieving targets.
• Conduct regular strategy reviews and present results to relevant committees for approval and compliance with financial and credit standards.
• Create prescriptive models to determine the next best treatment for customer hardships.
• Monitor model performance and ensure compliance with relevant standards.
• Design and execute A/B tests of models.
• Determine and implement the outsourcing strategy.
• Design, monitor, and adjust capacity models and resource scheduling.
• Design, monitor, and adjust hardship incentive schemes.
• Define, build, and maintain data products necessary for analytics.
• Build and lead a high-performance team of analysts to achieve objectives.

Role Requirements

• Bachelor of Science degree in Mathematics, 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.
• Proficiency in SQL-based systems for data extraction and transformation.
• Good working knowledge of ML techniques, scorecard building, and model governance.
• Experience with 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. As a pro-vaccination company, Old Mutual encourages its workforce to be fully vaccinated against Covid-19. All prospective employees must disclose their vaccination status as part of the recruitment process. Please refer to Old Mutual’s Covid-19 vaccination policy for further details. Note that Old Mutual reserves the right to reinstate the vaccination requirement if deemed necessary.

Application Information

Company Name: Murex

Job Title: Head of Customer Hardships Strategy

Closing Date: 21 June 2024

Join us at Old Mutual and be a part of an impactful journey in shaping Africa's future. Apply now!