Manager - Analytics & Customer Insights

HGS is a world leader in Customer Relationship and Business Process Management. Our operational excellence, combined with functional expertise, has made us the “Preferred Partner” for most of our clients.

HGS has a global footprint with 55 delivery centres in India, US, Canada, Jamaica, Mauritius, Philippines, Germany, Italy, Netherlands, France and UK. With our targeted solutions, designed for the diversified sourcing and servicing needs of our clients, we live by our mission of making our clients more competitive. The Contact Centre & Back Office Services Division houses multiple international voice centres & back office processing units for leading Insurance, Telecommunications, Pharmaceuticals, Life Sciences, Banking & Financial Services, Consumer Electronics / Products, Technology, Automotive, Government, Media & Entertainment, Energy & Utilities and Transportation & Logistics companies.

With an inspired global team of over 23,000 people, we partner with our clients to deliver outsourced contact centre and back office solutions that improve business processes and strengthen customer relationships. For more details please visit us at http://www.teamhgs.com.

Location: Bangalore

Designation: Manager – Analytics and Customer Insights.

Reports to: Assistant General Manager –Quality Assurance

Job Summary

- Leads the analytics & Customer Insights team within the Account. The role will drive predictive analytics for customers, aimed at providing insights using statistical tools such as – Regression Analysis, Customer Segmentation, Clustering, At-risk modeling etc.

Relationships

- Internal: Play analytical consultant role for the account

- External: Provide end to end analytics solutions, Adhoc requests, Transform statistical solutions to Tactical solutions to complex business process.

Responsibilities:

1. Design & execute predictive data analytics & decision science solutions - Unearthing member, provider behaviour patterns and inherent trends using a wide range of tools including, but not limited to, predictive modelling, cluster analysis, decision trees etc aimed at maximizing ROIs for marketing interactions.

2. Experience in delivering analytics solutions in the healthcare domain spanning

- Provider segment analysis

- Member retention

- Portfolio management etc.

3. Track, assess and innovate to ensure performance improvement over a period of time.

4. Technical Competencies:

- Excellent capability in SAS/ excel procedures for data preparation and report generation

- Exposure to segmentation and logistic regression using SAS procedures

- Excel macros and VBA will provide added advantage

Qualifications Required:

- Bachelor’s Degree in Statistics or Economics (with specialization in Econometrics or BE/BTECH with Post graduation in quantitative techniques - Must

Working knowledge with SAS 9.2, SAS/BASE, SAS/STAT SAS/MACRO & SAS/SQL

ADVANTAGEOUS and highly desirable:

1. VB 6.0, Advanced MS Excel, Advanced SAS, SAS Graph

Experience Required

CRITICAL: 6-8 years minimum experience in Analytics and 2-4 years in the field of Retail Analytics/Insurance Analytics

ADVANTAGEOUS: Experience in Retail Analytics, Telecom Analytics

Skills, Abilities and Competencies

- Strong communication

- Ability to work with cross functional teams and communicate in business terms the value and results of analytics and decision science solutions

- Strong project management skills to ensure timely communication & delivery to internal & external partners/clients

- Good MS PPT skills

- Service orientation to fulfill dynamic situations

- Ability to innovate within the operational environment.

If the above requirement is of your interest and you fit into the required experience and academic qualification. Please mail your update resume to nirupa.krishnan@teamhgs.com

Recruitment Team.
Team HGS