Lead, Customer Technology

Job summary

General Responsibilities

• **Policy, Procedures, Process and Systems**
• Ensure the compliance of organization’s policy, systems, processes, procedures, and controls in line with group delegation of authority policy so that all relevant procedural/legislative requirements are fulfilled while delivering a quality, cost-effective service in a consistent manner.
• **Reporting**
• Ensure that all reports are completed timely and comply with the business policies and standards.
• Manage the preparation of periodical management reports and progress reports to keep the business senior management informed about the progress of various initiatives and to facilitate decision-making.
• Comply with organization’s requirements in a timely manner.

Job Specific Responsibilities

• Oversee the development and implementation of technology solutions that enhance customer interaction and service delivery.
• Lead the design and enhancement of customer-facing applications and platforms, ensuring a high-quality user experience.
• Analyze customer feedback and usage data to identify areas for improvement in technology-driven customer services.
• Coordinate with marketing and customer service teams to ensure that tech solutions align with customer needs and business strategies.
• Manage projects related to the deployment of new customer service technologies, from conception through to completion.
• Ensure robust security measures are integrated into all customer tech solutions to protect user data and privacy.
• Stay abreast of trends in customer service technology and recommend innovative tools and approaches to enhance customer engagement.
• Develop training materials and conduct sessions for customer service teams on new tech tools and platforms.
• Prepare detailed reports on customer technology usage, performance, and satisfaction levels for executive review.
• Facilitate seamless integration of customer tech solutions with other business systems and data analytics tools.

HSE, Security, and Risk Protocols

• *The Employee shall adhere to all the HSE, Security and Risk Management Rules & Procedures communicated by the company, including:*
• Taking reasonable care of their own health, safety, and security.
• Taking reasonable care of the health, safety and security of persons that may be affected by their acts or omissions at work.
• Co-operate with their employer with respect to any instruction and/or actions taken by the employer to protect the employee and/ or comply with HSE and security requirements.
• Report to their immediate line manager any situation which they have reason to believe could present a risk, hazard, or issue to an individual or the company and which they cannot correct themselves.
• Report all HSE and security incidents and work-related injuries.
• Not intentionally or recklessly interfere with or misuse anything provided at the workplace that supports the interest of HSE, security and welfare.

Essential Requirements

• Bachelor’s degree in Information Technology or equivalent
• 6 years of relevant working experience

Desired Requirements

• Master’s degree in Information Technology or equivalent
• 9 years of relevant working experience