Head - MI & Planning Operations - Unified Contact Centre

Job Purpose:

Lead the central Planning and MI function, collaborating closely with the Data Engineering team to deliver efficient Planning and MI solutions for the Group globally.

This is a new position.

Roles and Responsibilities:

- Management Information and Business Intelligence Reporting:

- Lead a team of MI/BI professionals to provide accurate and high-quality MI regularly for effective oversight.

- Drive automation in the MI/BI space in collaboration with the Global Metrics Data Engineering team.

- Collaborate with the Data Engineering team to create self-serve solutions for efficient MI delivery.

- Support operations with recovery planning, tracking, and insights.

- Maintain headcount details across all O&T teams and coordinate with operations, finance, and Efficiency SteerCo.

Planning:

- Develop methods for robust capacity planning in back-office/Admin and Project-based teams in O&T.

- Lead the development of Capacity Planning applications from an end-user perspective.

- Develop individual capacity plans for each of O&T's product lines/regional operations.

- Support the optimisation of back-office/admin workforce management practices.

- Support COO's Heads of Operations and Finance teams in making appropriate hiring and capacity augmentation decisions.

- Stakeholder Management and Influence

- Partner with regional Business Leaders, COOs, heads of Operations, and their respective leads.

- Provide regular updates on progress on initiatives and improvements.

- Provide insights to help run operations more effectively from service delivery, quality, and cost perspectives.

- Bring out best practices and cross-pollinate them across operations.

- Respond to data, metrics, and analytics demands made by stakeholders.

Key Deliverables in 2024/25:

- Run an effective MI Function producing timely and accurate reports.

- Run an efficient MI function and leverage self-serve and automation.

- Build and embed robust Capacity Planning methodologies and processes.

- Help COOs articulate their capacity management goals.

- Maximise resource utilisation and support optimal service delivery performance.

Other Responsibilities:

- Build and run robust workforce analytics methodology.

- Maintain and develop Unified Contact Centre MI models.

- Maintain and develop a Unified Time accounting Model and partner with finance on Cost accounting and billing.

Required Skills and Competencies:

- Problem-solving attitude, excellent analytics skills, and communication skills.

- Aptitude for fostering positive relationships, teamwork, and leadership skills.

- Customer-oriented mindset.

- Agility and rigour.

- Attention to detail with exceptional quality of work.

- Excellent communication and interpersonal skills

- Adaptive to organisational culture and business environment.

Qualifications and Work Experience

- Degree in business administration, maths, engineering, or economics.

- 10+ years of experience in business intelligence and performance management in the Services Industry, supply chain, or logistics. managing cross-functional projects and programs with tight deadlines.

- Experience with BackOffice Planning and exposure to Contact Centre operations.

- Experience as a Client Relationship Manager or Product Manager is preferred.

- Knowledge of customer relationship management practices.