Strategic Senior Manager, Business Intelligence

Ibex is looking to source a resource with relevant experience and exposure as per below details:

Primary goals includes managing the relationships with our client partners, ensuring globally consistent delivery, providing relevant business insight to Operations partners, delivering timely needs analysis to Training partners, calibrating on profiling standards with Recruitment partners, liaising with CST on risk identification and mitigation, AND, coordinating with all units to ensure alignment of strategy aimed at improving performance

**Is Data Centric

**Can run their own calls

**Spot the opportunities and come up with solutions

**Bring the items on the table and provide recommendation

Duties and Responsibilities:

• Responsible for being the client single point of contact, managing client interactions and strategic partnership for the whole organization for the program
• Ensure the client needs are met on an ongoing basis with a high level of client satisfaction while adhering to current client contractual commitments
• Responsible for identifying ongoing opportunities for the program across entire employee life cycle
• Ensure consistency on QA delivery (calibration, monitoring, reporting, etc.) across all sites
• Partner with clients and internal stakeholders to devise data-driven strategies/action plans to address opportunities on both agents and processes
• Represent BI team at all client Weekly, Monthly and Quarterly performance reviews and when possible, site visits
• Partner with operations to identify and address opportunities for growth in key metrics and business drivers
• Create detailed project plans including targeted improvements in performance and timelines to improve speed to proficiency
• Work with the Instructional Development Team to develop ad-hoc curriculum and documentation to address hot-button issues and site deficiencies
• Partner with training on tracking performance of new hire metrics and provide feedback to the sites on areas of opportunity
• Partner with training to identify and address tenured agent training needs and aid in module design/revision
• Contribute to the assessment, analysis, planning, and delivery and of client QA initiatives
• Responsible for sharing and implementation of QA best practices initiatives between all the LOBs and sites
• Collect and provide process improvement feedback to the client
• Analyzes weekly VOC/CSAT and follow up with the sites on action plans

Position Requirement:

• Preferably, incumbent Director, prior experience or equivalent
• Experience in handling multiple accounts/programs, different LOBs supporting various diverse industries
• Experience in managing both onsite and remote teams in different sites and geos
• Ability to leverage data analyses to drive improvements in sales, efficiency or customer satisfaction
• Ability to deliver cost-effective value-add through the efficient utilization of resources
• Strong Excel/SPSS and PowerPoint skills with ability to weave a story behind huge amounts of data
• Preferably with experience in Lean/Six Sigma, COPC, ISO, PMO and the likes
• Regularly interacts with senior level executives both internal and external, local and international
• Has done both start-up implementation as well as re-design/alignment
• Has done skills transfer/personnel development and process improvement projects
• Excellent communication (written/oral) and very good presentation skills
• Must be proactive, a critical thinker, a team-player asnd have a positive attitude
• Willing to work on shifting schedules and ready to travel

This position requires 20% travel

This is a senior management level position and requires the ability to function calmly, purposefully, and with good judgment in a high-stress, fast-paced environment. This position must relate well to all personnel, and see him/herself as part of a team whose purpose is to support and provide leadership for our advisors and agents.