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
Operational performance metrics, data models, and reporting views for Client Care Centre initiatives.
Domain
Insurance / Financial Services / Call Centre Operations
Deliverable
dashboards & analysis
Required skills
Business analysis, Operational performance analysis, Data modeling, Root cause analysis, Strategic recommendations, Stakeholder management, Excel (advanced), Tableau
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; Communicate complex problems and data-driven insights to senior stakeholders.
Seniority
Senior, hands-on IC with management responsibilities
