Purpose
The Chief Information Officer is accountable for ensuring that all non‑product and SOE technologies are:
- Stable
- Scalable
- Secure
- Architecturally aligned
- Fit for business, operational, and customer needs
- Cost‑efficient and properly governed
You will own CRM, ERP, internal tooling, workflow systems, hardware and software acquisition decisions, and the overall enterprise technology architecture — enabling the Merchant Division to operate efficiently, safely, and at scale.
Key Responsibility Areas
Enterprise Technology Ownership (Non‑Product & SOE)
- Own all non‑product technology platforms within the Merchant Division.
- Ensure stability, availability, and performance of Systems of Engagement (SOE).
- Clearly define boundaries between product vs non‑product technology ownership.
CRM & ERP Platform Management
- Own CRM and ERP platforms end‑to‑end, including enhancements, roadmaps, architecture, and BAU demand.
- Ensure platforms enable customer lifecycle management, operational workflows, and financial processes.
- Partner with BPMO to prioritise and resource CRM/ERP initiatives effectively.
Tooling & Collaboration Enablement
- Own and standardise internal tooling, workflow systems, and collaboration platforms.
- Improve productivity, operational visibility, and organisational collaboration through optimised solutions.
Enterprise Architecture & Standards
- Define and govern the Merchant Division’s technology architecture principles.
- Ensure all technology solutions adhere to approved architectural and integration standards.
- Prevent platform sprawl, duplication, and technical debt through governance and lifecycle management.
Software & Hardware Acquisition Accountability
- Own enterprise‑wide software and hardware acquisition requirements.
- Collaborate with Shared Services and Procurement on sourcing decisions.
- Ensure purchases are scalable, secure, cost‑effective, and fit‑for‑purpose.
Technology Governance & Risk Alignment
- Establish governance for technology change, integration, vendor use, and architectural compliance.
- Ensure alignment with data privacy, security, operational risk, and fraud‑risk frameworks.
- Partner with Risk & Fraud, Information Security, and Compliance to mitigate technology‑related vulnerabilities.
Delivery & Stakeholder Enablement
- Partner with BPMO on prioritisation, sequencing, and delivery of technology initiatives.
- Enable operational teams through reliable, well‑designed platforms.
- Act as a trusted technology advisor to the COO, ExCo, and Merchant leadership teams.
Technology Team Leadership
- Lead and grow technology teams, platform owners, and support resources.
- Build a service‑oriented, execution‑focused, accountable team culture.
- Ensure knowledge management and preservation of institutional architectural intelligence.
Key Competencies Required
Enterprise Technology Leadership
- Designs, leads, and governs enterprise technology as a business enabler, not just a technical function.
Architecture & Systems Thinking
- Understands complex technology ecosystems and designs integrated, scalable, future‑proof architectures.
Platform Management
- Ensures CRM, ERP, and SOE platforms are reliable, efficient, and aligned to operational needs.
Commercial & Vendor Acumen
- Makes disciplined decisions about cost, licensing, hardware, vendor relationships, and long‑term sustainability.
Stakeholder Influence
- Translates business requirements into technology outcomes across multi‑functional teams.
Risk & Control Awareness
- Balances technology innovation with risk, compliance, privacy, and security requirements.
Execution Discipline
- Works with BPMO to deliver technology initiatives predictably and with strong governance.
People Leadership
- Develops strong platform ownership, team capability, and a high‑performance technology culture.
Closing Date 30 January 2026
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