VP/AVP, Business Intelligence & Analytics Manager, Technology & Operations Data Chapter, Group Transformation

Business Function

The Transformation Group reports to the Group Head of Strategy and Planning (GSP) who supports the CEO and senior management team on the implementation of the Group's strategic agenda, including working with the businesses and functions to drive strategic initiatives across geographies. The mandate of Technology and Operations Data Chapter (T&O DC) is to lead and support both our Operations and Technology stakeholders towards being an AI Fueled support unit.

About the Role

The Business Intelligence (BI) Manager plays a key role in building the data ecosystem and driving analytical requirements to support Singapore Customer Centre in our journey transformation & process improvements. The BI manager will closely collaborate with key stakeholders within and outside of the Customer Centre to drive the agenda of data optimized decisioning for end users in achieving the Centre's business goals & outcomes.

The individual is responsible for providing analytical support to optimise the performance of Singapore Customer Centre primarily in 7 core fields: Customer, Employees, Financials, Demand, Operations, Workforce Management and Risk. This is a role that span three domains of skills: statistical/mathematical reasoning, business knowledge/acumen and programming.

The BI manager will also oversee, lead and grow a team of BI Analysts to support the Centre's data needs.

Responsibilities

• Collaborate and support Key Functional Stakeholders within SG Customer Centre to understand business/servicing opportunities, proactively identify meaningful data insights and develop the right analytics products and recommendations (visualization/ analyses).
• Plan, coordinate, and supervise all activities related to the design, development, and implementation of the Centre's data reporting needs through analytical reports and solutions.
• Develop, build, and regularly maintain/enhance Visualization Dashboards (Qlikview/Tableau) to empower users with self-service analytical capabilities, embedding good UX design into data visualization tools to enable intuitive sharing of data.
• Ensure alignment of key reporting metrics across dashboards and data outputs.
• Work with subject matter experts (i.e. Functional leads within/outside of Customer Centre) and data science leads to bridge business needs and development of data solutions.
• Ensure robust documentation of data processes, standards, best practices and guidelines for the BI team.
• Work within our in-house data platform; continuously build on our database by assessing data from different sources to provide deeper analysis.
• Execute and deliver assigned projects that support pillars of Customer Centre's focus areas and transformational journeys .
• Develop, oversee, and drive the Data Governance Framework for the Centre, ensuring the team works in accordance with bank-wide data compliance guidelines.
• Drive a business intelligence roadmap for the Centre, prioritize analysis requests to balance the tactical and strategic information needs for the Centre.
• Work with Senior Management to develop analytical strategies, present analyses and recommendations in strategic reviews to stakeholders and senior leaders using data-driven storytelling to drive improvements in the business operations.
• Collaborate and cross-support Regional Customer Centre partners in sharing of best practices and data needs.

Requirements

• Bachelor's Degree in related field such as Business Analytics/Business Administration/Banking & Finance.
• Preferably at least 5 years of experience in a business/data analyst function, or related professional experience.
• Proficient in SQL/Python, data visualisation tools e.g. Qlikview, Tableau.
• Experience in a Financial or Contact Centre industry would be advantageous.
• Have experience leading teams and working with Data Analysts/Business Intelligence teams.
• Related experience in process improvements, project management, and leading change management would be advantageous.
• Possess strong business acumen/knowledge to prioritize business needs and promote effective analysis for respective stakeholders.

• Have leadership capacity to represent the BI team in strategy reviews and cross-functional collaborations/events.
• Meticulous and analytical to make informed decisions from data; Excited to deal with numbers with clear and structured logical thinking.
• Creative problem solver who thrives when presented with a new challenge, while adhering to data compliance guidelines.
• Ability to see beyond the parameters of a single project to identify patterns, risks, trends, and strategic context more broadly within the organization.
• Excellent written and verbal communication skills.