Manager SA
• Ensure 99.5%+ accuracy in all operational and management reporting.
• Deliver daily, weekly, monthly, and quarterly dashboards within agreed timelines.
• Maintain data integrity across all reporting systems.
• Automate manual reports and drive continuous process improvement.
• Provide actionable insights to improve productivity, quality, customer experience, and financial performance.
• Ensure adherence to reporting SLAs and governance standards.
• Support business planning through forecasting, capacity planning, and trend analysis.
• No adverse audit findings related to reporting accuracy, data security, or compliance.
• Lead and manage the MIS team, ensuring delivery of accurate and timely reports.
• Develop and maintain operational, financial, and client-facing dashboards.
• Analyze large datasets to identify trends, risks, opportunities, and performance gaps.
• Partner with Operations, Quality, Training, Workforce Management, Finance, HR, and Client Services teams to support business objectives.
• Drive automation initiatives using Excel, Power BI, SQL, Power Automate, and other reporting tools.
• Ensure data quality through regular validation, reconciliation, and governance checks.
• Produce executive-level management reports and presentations.
• Support forecasting, workforce planning, budgeting, and productivity analysis.
• Lead root-cause analysis and provide recommendations for performance improvement.
• Manage reporting requirements for clients and internal stakeholders.
• Oversee system enhancements, reporting process improvements, and MIS projects.
• Mentor and develop MIS analysts and team leaders to build reporting capability.
• Bachelor's degree in information systems, Computer Science, Statistics, Mathematics, Business Analytics, Finance, or related field.
• Certification in Power BI, SQL, Data Analytics, or Business Intelligence is advantageous
• 5 – 7 years' experience in MIS, Reporting, Business Intelligence, Analytics, or Workforce Reporting
• Minimum 3 years in a leadership or managerial role
• Experience in contact centre, BPO, financial services, or insurance operations preferred