Develop and execute enterprise Data, Management Information (MI) and Decision Intelligence strategy.
Establish a single source of truth for operational, workforce, recruitment, client and financial reporting.
Lead the development of executive dashboards and business intelligence solutions using Power BI and related technologies.
Drive data engineering, integration and governance across multiple systems, platforms and client accounts.
Deliver predictive analytics, scenario modelling and forecasting capabilities to support strategic planning and performance management.
Identify and implement automation opportunities that improve efficiency, reporting accuracy and business outcomes.
Partner with operational and commercial leaders to generate actionable insights that enhance service delivery, resource utilization and profitability.
Provide analytical support to drive capacity planning, staffing optimization, recruitment planning and operational performance.
Leverage advanced analytics to improve forecasting accuracy and support business growth initiatives.
Ensure compliance with data privacy, information security and data governance requirements.
Build and lead a high-performing team of data, business intelligence and analytics professionals.
Qualifications & Experience
Bachelor's degree in data science, Computer Science, Information Systems, Statistics, Mathematics, Engineering, Economics, Actuarial Science, or a related quantitative discipline.
A master's degree in data Analytics, Data Science, Business Intelligence, Information Systems, Artificial Intelligence, or Business Administration (MBA) will be an added advantage.
Professional certifications in Microsoft Power BI, Azure Data Engineering, Azure Solutions Architecture, AWS Analytics, Databricks, Snowflake, Tableau or related technologies are desirable.
Minimum of 10 years' experience in Data Analytics, Business Intelligence, Data Engineering, Management Information (MI) or Decision Intelligence, with at least 5 years in senior leadership role.
Proven experience leading enterprise-scale data, analytics, reporting and business intelligence functions within a contact centre, BPO, customer experience, telecommunications, financial services or similarly complex operational environment.
Demonstrated success developing and implementing enterprise data strategies that support operational performance, workforce optimization, client delivery, commercial growth and executive decision-making.
Strong experience in Power BI, executive dashboards, data visualization, management information reporting, data architecture, data warehousing, ETL processes and cloud-based analytics platforms.
Proven expertise in predictive analytics, forecasting, scenario modelling, capacity analytics, revenue reporting and operational performance measurement.