Senior Manager - Best Practice
Core
Lead business analysis, insight discovery, and value realization for critical Client Care Centre (CCC) initiatives to improve operational performance.
Role type
Senior Manager - Best Practice Consultant (Business Analysis & Operations)
Builds
Data models, reporting views, and clear recommendations for CCC initiatives
Domain
Insurance / Client Care Operations
Deliverable
dashboards & analysis
Required skills
Business analysis, operational performance analysis, root cause analysis, data modeling, stakeholder communication, Excel (pivot tables, formulas, large datasets), Tableau (dashboards, reporting views)
Preferred skills
Call Centre operations experience, process improvement, capacity management
Technologies
Microsoft Excel, Tableau
Responsibilities
Conduct in-depth business and operational analysis to identify trends, root causes, risks, and opportunities; Define, track, and communicate pre- and post-release success measures; Develop and maintain data models and reporting views for operational performance metrics; Communicate complex problems and data-driven insights to senior stakeholders; Challenge assumptions and develop clear recommendations to support business decisions
Seniority
Senior, hands-on IC with strategic influence
