Position Overview:

The role holder is responsible for managing data and information to ensure that value is obtained. They will also be tasked with understanding the information required by the relevant key stakeholders to manage the business efficiently and effectively as well as drive business performance and staff productivity.

Requirements

Key Responsibilities:

§ Design, develop, test, automate and launch new dashboards and reporting solutions across the business.

§ Undertake detailed analysis to identify cost saving opportunities across all areas in the business as well as identify any income leakages and / or income enhancement opportunities and follow through to have them implemented.

§ Creating, maintaining & analyzing focused management reports and dashboards to drive productivity both overall for the business, business segments, as well as for individual employee performance measurement.

§ Researching, communicating, and presenting analytical findings for senior management to enable proactive business decisions and / or quick reaction to the changing business environment.

§ Ensuring effective Business data governance. This includes data quality and data management surrounding the handling of business data as well as identifying process improvements to streamline data collection and report generation.

§ Providing data driven analysis at Business processes, to bolster improvements in the client focus efficiency, accuracy, and effectiveness of these processes.

§ Defining inputs for ad hoc Business Case justification to support department Projects

§ Analyze business information to identify process improvements for increasing business efficiency and effectiveness.

§ Participate in cross-functional meetings to resolve recurring customer issues

§ Link to IT & other source departments on system issues.

§ Review system reports and performance indicators to locate improvement opportunities on process, service, and resource planning.

§ Degree/Diploma in Mathematics, Economics, Computer Science, Information Management or Statistics.

Work Experience:

At least 2 years’ experience in a large 24/7 and diverse customer support operation.

Skills & Competencies:

§ Strong analytical skills

§ Advanced MS Excel / VBA macros, Power BI competencies.

§ Ability to juggle priorities, multi-task and execute at speed individually and as part of a team.

§ Has passion and drive to achieve results under difficult circumstances.

§ Pleasant and able to relate well in diverse social set ups and teams.

§ Upholds high standards of professionalism, integrity, and respect for others.

§ Technical expertise regarding data models, database design development, data mining and segmentation techniques.

§ A good understanding of customer support resources, forecasting and planning techniques and how their successful deployment can deliver step change in the customer experience and operation efficiency.