Assistant Manager - Digital Analytics - BPO

Location : Gurgaon

Job Description:

The Responsibilities :

- Support the development of the end-to-end Channel/Digital Analytics and optimisation strategy

- Influence decisions to save cost and prioritise channel investment decisions through fact based analysis of changing customer usage of branch, telephony, online and mobile channels for sales and service

- Deliver short term and long term plans which incorporate people, technical and administrative solutions to deliver world class Channel Analytics (including Digital), ensuring tight deadlines are met at key milestones within established business processes

- Engagement in the roadmap for Channel strategies, especially Digital and Data strategy

- Recommend opportunities for improving customer and financial performance through a more entrepreneurial and customer-focused approach to analytics

- Act as an advocate and Champion for Digital Analytics, delivering training and knowledge share sessions for relevant stakeholders

- Ensure that the online and offline data is joined up to provide a full omni-channel analysis of customer behaviour. Ensure feedback from Analysis is acted upon to improve the Digital and Mobile customer experience

- Manage and develop stakeholder relationships, routinely interacting with senior stakeholders, ensuring requirements for analytical support are understood and consequently relevant, targeted analytical input is provided

- Deliver Insightful presentations to stakeholders including recommendations they can action and proactive hypothesis of further tests and monitoring that the Analytics team takes. Eg, AB and MVT tests on digital assets

- Ensure the tagging of the web real estate is consistent to allow richer insight of customer journeys and behaviours

- Ensure Performance Management frameworks are adhered to

- Takes responsibility for own technical development

Education :

- Highly numerate with an enquiring analytical mind supported by a degree / masters in a mathematics, statistics or operational research

- Min 3 years experience in an Analytics role with working experience directly with onshore financial services clients

Technical Knowledge :

- Experience in finding an analytical solution to a business problem, and communicating back technical detail to non-technical stakeholders

- Knowledge of Digital and Advanced Analytics including Adobe/Omniture SiteCatalyst/Discover/ Report Builder. Knowledge of tagging (DTM), SAS and Teradata an advantage

- Specialist knowledge of Digital Analytics to understand site performance, optimisation, improvements in customer experience. For example A/B and multi-variate testing

- Strong Microsoft application skills

- Good knowledge of SQL and experience in dealing with multiple data sources from internal or external databases. Coverage of both Retail and Commercial Banking ideal

Relevant Experience :

- Good communication skills both oral and written

- Able to package and present ideas with clarity to a wide variety of stakeholders

- Able to identify and develop solutions and address issues in an efficient and professional manner with excellent planning and organisational skills

- Proven ability to manage multiple analytical requests concurrently

- Proactive and able to find opportunities for improvement, articulate them and see them through to delivery

- Good at building & maintaining relationships with key internal & external stakeholders

- Good understanding of UK regulatory and compliance requirements

Noor Alam