Vice President - Relationship and Delivery Lead

Join our team and help us become the industry's number one.

As a Relationship & Delivery Lead within the Performance Reporting & Insights team, you will be responsible for collaborating with Servicing Operations - EU, and other internal and external teams to deliver comprehensive business-wide MI, reporting, and insight. Your role will involve closely working with senior business leaders to establish and execute the reporting strategy and framework necessary for the operational management of the business, with a focus on customer, controls, productivity, and efficiency. Your deep understanding of Contact Centre Operations and proven experience in designing, delivering, and implementing robust reporting and MI solutions will be crucial. Additionally, you will support the business in problem-solving using data, providing descriptive, diagnostic, and prescriptive analytics and insights.

Job responsibilities

• Understanding the Contact Centre Operational functions (front, mid, back office teams)
• Leading the end-to-end reporting product delivery processes including intake/requirements gathering, dependency management, change management, reporting product operationalisation, roadblock removal, and product performance reporting.
• Creating and defining the requirement and delivery roadmap and prioritisation working alongside the senior stakeholders
• Working with Business Analysis Associates within the team in documentation of business requirements and technical requirements and leading QA/testing/UAT of reporting products
• Acquiring relevant approvals (DUC) in processing and displaying data
• Understanding gaps in data feeds and working with external teams to onboard/ingest new data
• Building strong relationship with internal and external stakeholders
• May or may not manage individual contributors.
• Proactively providing ‘’value-add’’ to the business by telling a story behind the numbers through analysis and insights.
• Creating business cases that would help the operations team drive performance KPIs
• Synthesizing data and translating that into usable information and making recommendation that would help the business make decisions

Required qualifications, skills and capabilities:

• Minimum of 10 years in a business analytics, data-related leadership role supporting Contact Centre Operations, with relevant leadership and people management experience, Agile / Scrum Ways of Working
• Demonstrated ability to perform descriptive, diagnostic, predictive and prescriptive data analysis
• Strong inter-personal skills with ability to forge strong relationships with key stakeholders
• Data visualisation and ability to tell a compelling story using analytics (ie. MS Powerpoint)
• Strong understanding of the uses of data, data skills, and data tools.
• Strong problem-solving aptitude and idea generation, with the ability to go from conceptualization to execution.
• Ability to articulate complex data to non-data users in a way that would be easily-understood
• Excellent user of MS Office products (Powerpoint, Excel, etc)
• Excellent oral and written executive-level communication and presentation skills and excellent organisational and project management skills. Ability to manage own workload and deliverables.

Preferred qualifications, skills and capabilities :

• Experience using JIRA/Confluence is a plus.
• SQL, MySQL, Tableau, Looker, Salesforce Einstein/CRMA Analytics, Python, Big Data, AWS Redshift, Datalake – relevant exposure and experience in 1 or a combination of these tools will be a huge plus