Manager - Analytics - BFS

- The key requirement for the role is the ability to understand business, processes, workflows and business objectives and develop key metrics to deliver business goal.

- The individual should possess the ability to deeply study the systems / technology and understand its strengths and limitations as well as the changes we've implemented and display a proactive attitude in task ownership & execution.

You will be responsible for:

- Contact center management

- Automate end to end tracking and user level allocation of work volumes

- Structure and produce comprehensive MIS reports for active real time management with 100% accuracy

- Develop key metrics to improve customer experience

- Actively troubleshoot workflow trends/results

CRITICAL BUSINESS ACTIVITIES :

- Actively work with operations and identify work-flow enhancements to reduce/eliminate manual steps, dependency on people and hand offs

- Serve as data custodian for the department.

- Comprehensive, accurate and up to date documentation of workflow processes and systems (SOP- s)

- Actively work with the team owning BI portal and ensure exec reports are accurate and up to date

- Develop key metrics to improve business needs/requirements

- It's a hands-on senior role so candidate is expected to be self-propelled /motivated and a quick learner

COMPETENCIES AND EXPERIENCE :

Technical Skills and Experience :

- Hands on experience needed (5-8 years of core experience)

- Highly proficient in automations using MS excel, MS access, SQL, VB and SAP BI

- SAP experience is preferred but not mandatory

- Automate end to end tracking and user level allocation of work volumes

- Contact center management

- Develop key metrics to improve customer experience

- Actively troubleshoot workflow trends/results

- Automation of complex volume management workflows

- Defining and implementing new process workflows

- Structuring/objectivizing business needs such as RFIs (request for information), writings technical queries to search and retrieve desired data from unstructured datasets such as emails

- Data cleansing - quick, scalable and accurate cleansing

- Deep analysis of data, trends etc.

- Creating insightful information dashboards for senior executives

- Documentation of work flow processes

- Experience in volume forecasting

- Invoice reconciliation may be an added advantage