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