Assistant Manager, Business Intelligence

The Assistant Manager supports the Head of Business Intelligence in driving datadriven decision-making and enhancing operational performance. This role combines BI expertise with operational management capabilities, ensuring that both data functions and customer service functions run efficiently, accurately, and in alignment with organisational goals.

Key Responsibilities

• Lead the collection, cleansing, validation, and analysis of operational and strategic datasets to support reporting, forecasting, and performance optimisation.

• Oversee the development, enhancement, and governance of dashboards, reports, and visualisations using tools such as Power BI.

• Conduct deep-dive analysis to uncover trends, inefficiencies, and opportunities for improvement, and present insights to senior stakeholders.

• Ensure data integrity, accuracy, and security across all BI processes and outputs.

• Manage and improve data pipelines, data collection processes, and integration with internal and external systems (e.g., automation, cloud platforms).

• Provide mentorship, supervision, and technical guidance to BI executives and analysts.

• Analyse call centre performance data and recommend process improvements.

• Collaborate closely with operational teams to address customer issues, optimise workflows, and enhance customer experience.

• Develop SOPs, scripts, and knowledge-base materials to support frontline teams.

• Coordinate with IT and system vendors for system enhancements, troubleshooting, and workflow automation.

• Support the planning and execution of cross-functional projects related to data strategy, digital transformation, process improvement, and customer service.

• Prepare management reports, operational reviews, and insights decks for senior leadership.

• Perform any other related duties or initiatives as assigned.

Qualifications

• Bachelor's degree in Business, Data Analytics, Statistics, Operations Management, or a related field.

• 5-7 years of experience in business intelligence, data analytics, or related functions.

• At least 2 years of supervisory or team lead experience, preferably managing both data teams and operations teams.

• Strong proficiency in data visualisation tools such as Power BI (preferred) or Tableau.

• Solid understanding of data models, ETL processes, and data warehousing concepts.

• Experience working with cloud platforms such as Azure or AWS is an advantage.

• Strong analytical, problem-solving, and stakeholder management skills.

• Demonstrated ability to manage cross-functional projects and drive continuous improvement.

• Excellent communication skills, with the ability to translate data insights into actionable recommendations for non-technical stakeholders.