Tech Mahindra - Assistant Manager - Business Intelligence Analytics

JOB TITLE: Assistant Manager - BI Analytics

DEPARTMENT: Business Intelligence

LOCATION: Mumbai

REPORTS TO: Manager - BI Analytics

JOB PURPOSE:

Assistant Manager - BI Analytics will be responsible for conducting data analytics in order to provide analytical findings and recommendations for articulating business insights; liaising with key internal and external stakeholders to provide analytics support; supervising Business Intelligence (BI) processes and infrastructure and driving improvements by participating in daily BI and Data Warehousing (DW) activities.

PRINCIPAL ACCOUNTABILITIES:

I. To conduct data analytics in order to provide analytical findings and recommendations for articulating business insights:

- Assimilates and organizes large volumes of information from multiple sources and reporting platforms to draw conclusions, provide actionable recommendations, create status reports, communicate findings and report on incremental improvements or effects of changes.

- Utilizes analytical skills and statistical modelling techniques to forecast and quantify the impact of initiatives as well as identify new opportunities to improve operational efficiency across the Contact Centre.

- Provides analytic support by sharing insights on how implementation of business initiatives and strategies can be done differently or more efficiently.

- Provides statistical validation using all available data for validating decisions agreed upon by the business.

- Conceptualizes modeling framework, define data requirements, create predictive variables, and coordinate model implementation with other business partners.

- Leads the creation of analytics reports with business insights and updates and publishes them on a periodic basis to relevant stakeholders.

II. To liaise with key internal and external stakeholders and provide them with regular/periodic analytics support:

- Proactively communicates and collaborates with external and internal customers to analyze information needs and functional requirements and deliver artefacts such as Customer Behaviour Patterns, etc. as per the timelines committed.

- Interacts with key stakeholders from business and other functions by participating in corporate level BI projects.

- Serves as a conduit between internal and external stakeholders and the Analytics team through which requirements flow.

- Works closely with the MIS & Automation teams and the IT team to improve, optimize and maintain infrastructure for BI to deliver superb performance and end user experience.

- Develops Balanced Scorecards for critical and identified skill-sets in the organization in order to ensure a focus on all key KPIs thereby ensuring the application of organization strategy more relevant and objective.

III. To supervise BI processes & infrastructure and participate in daily BI and DW activities:

- Participates in design, architecture, standards and operations of data warehouse, business intelligence, reporting, and analytics platforms and services.

- Performs development and delivery of data analytics, data mining and reporting solutions, on a daily basis, that scales across massive amounts of unstructured and structured data.

- Supervises and ensures data integrity of all systems and databases.

- Contributes to the design and support of the DW environment, including information & data acquisition, management and delivery solutions.

- Monitors and supervises the creation of user guides, analytical methodologies, data flow diagrams for key analytic models in order to facilitate execution of analytical request projects by anyone who is involved with them at that point in time

IV. Performance Reviews & Driving Improvements (Self & Team)

- Conducts regular/ periodic one-to-one conversations with direct reportees to have discussions on their progress on individual/ team projects, discuss any challenges and concerns & create game plans on how to achieve set targets

- Trains team members in the use of data mining and analytics tools in one-on-one or group sessions.

- Takes concrete steps to course correct through best practice sharing.

- Keeps self updated with current process/business knowledge and works with the supervisor for personal development.

KNOWLEDGE, SKILLS & COMPETENCIES REQUIRED

Functional Skills and Competencies:

- Understands and knows the industry/organization and business drivers that impact the organization.

- Understands the purpose, roles, tasks, duties and responsibilities of his role and how it links to the other roles.

- Understands advanced project management techniques and knows how to implement these techniques.

- Excellent skills in any data analysis tool and strong SQL database access and usage skills.

- Understands and knows R programming, statistical analysis and machine learning algorithms.

- Knows how to do large scale data mining (multi-million row data sets), reporting and knowledge discovery.

- Demonstrates strong Excel capabilities, with pivot tables, data tables, excel functions and scenario modelling.

- Knows how to work with VBA in EXCEL.

- Skillful with designing data warehouse and business intelligence architecture including data integration, schema design, data modeling, query optimization, data reporting and visualization.

- Displays strong research orientation and is familiar with various research methodologies and fundamentals such as Data Collection Methods, Measurement and Scaling Techniques, Sampling Fundamentals, Analysis of Variance and Covariance, Multivariate Analysis Technique, etc.

Customer Focus (Core)

- Ability to consistently place high value on customers and all issues related to customer.

- Ability to anticipate customer needs, explore all options and develop appropriate reporting solutions, policies and procedures.

- Ability to keep customer's requirements and feedback at the base of all analytics related activities.

- Required to maintain high confidentiality with sensitive information and data and display integrity.

Communication Skills

- Ability to translate and summarize complex analytic findings into actionable recommendations through written and oral communication.

- Ability to interact professionally with a diverse group, executives, managers, and subject matter experts by displaying excellent verbal and written communication skills.

Analytical Thinking and Decision Making Skills:

- Ability to analyze reports and available data to formulate business insights and decide what recommendations to make basis them.

- Ability to analyze the existing technology and processes and identify ways in which information technology solutions and business processes can be integrated.

- Ability to identify requirements of the organization's information systems and participate in decision-making processes with key stakeholders to decide what kind of Predictive and Forecasting Reports need to be created and published.

- Ability to make major decisions impacting strategic outcomes appropriately and effectively.

- Demonstrates ability to make unpopular and difficult decisions when necessary.

- Ability to handle varying amounts of information, distil key points drawing practical conclusions translating into a strong business case and business requirements.

- Ability to look beyond the obvious solutions and ways of working and create better reports or more efficient ways of reporting.

Influencing & Interpersonal Skills:

- Ability to build and sustain relationships with (internal and external) stakeholders and influence them on decisions impacting the performance of your team.

- Ability to communicate with all stakeholders, team members in a way that is clear and considerate.

- Ability to influence stakeholders- decisions based on one's own presentation of data either verbally or through dashboards during meetings, MBRs, etc.

Achievement Orientation:

- Defines options to leverage opportunities in achieving business goals.

- Develops plans & strategies, and organizes activities that lead to desired strategic outcomes.

- Proactively initiates key activities towards identified goals without unnecessary detail.

- Implements thorough and effective plans and deploys resources optimally to produce desired results.

- Follows through on all commitments to achieve results regardless of obstacles or adverse circumstances.

- Identifies and implements required plans and milestones to achieve specific business goal.

Planning and Organizing

- Ability to plan and organize data in a way which is easy to understand and use.

- Ability to plan and organize large-scale and long-term projects and strategies that lead to desired outcomes.

- Ability to plan and manage projects end-to-end with desired outcomes and deliver as per commitments.

- Ability to prioritize projects to meet business objectives and stakeholder requirements.

- Consistently demonstrates organization and detail orientation.

Flexibility

- Ability to adapt quickly and effectively to changing plans and priorities of the department.

People Management

Coaching & Feedback

- Ability to provide feedback in constructive, firm and outcome focussed manner

- Ability to coach DRs through their challenges & issues to continuously enhance performance & behaviours on delivery of tasks.

Performance Management

- Conduct effective and meaningful performance conversations with DRs with equity and emphasis on behaviours.

Leading and Developing Others

- Provide opportunities for development (training opportunities & role assignments) as appropriate to DRs/ team members

- Manage and develop DRs to ensure effective team work and understanding of stakeholder requirements and needs, and ensure effective performance

- Provide leadership to DRs/ team by modelling high standards of work performance and ethics

Conflict Management

- Proactively address interpersonal conflicts among team members and positively influence individuals, negotiate and use appropriate methods to mediate and resolve conflicts

EDUCATION & EXPERIENCE REQUIRED:

Education

- (Minimum) Graduation/Post Graduation (preferably in a quantitative field such as statistics, mathematics, etc.).

- (Minimum) Certification on SAS and Mini Tab.

- (Preferred) - Certified Business Intelligence Professional- (CBIP) Certification is a plus.

Experience

- Minimum of 4-5 years experience of which, 3 years should be of applied data mining experience in disciplines Call Centre Metrics.

- Demonstrated pattern of success in using advanced quantitative analytics methods to solve business problems.

- Demonstrated experience with Business Intelligence/Data Mining tools to work with data, investigate anomalies, construct data sets, and build models.

- Hands on experience in SQL querying required

- Six Sigma / Lean / Business Excellence experience is a plus