Description

Job Level

Section Head

Reporting To

Senior Director – Customer Care

Job Purpose

To oversee the planning, implementation, and management of Information Services (MIS) within the Customer Care function, ensuring data-driven decision-making that enhances customer experience, optimizes Human Resources Outsourcing (HRO) performance, and ensures efficient budget utilization.

Key Responsibilities

1. Planning & Budget Management

• Prepare, monitor, and control the Customer Care budget to ensure efficient and effective utilization.
• Analyze budget performance and present clear, data-driven financial reports to the Senior Director – Customer Care.
• Conduct cost-benefit analyses for proposed Customer Care initiatives and prioritize projects that maximize customer satisfaction within budget constraints.
• Establish performance objectives for the MIS team aligned with Customer Care OKRs and organizational goals.

2. Management Information Systems (MIS)

• Oversee the development, implementation, and maintenance of Customer Care information systems.
• Ensure MIS platforms integrate seamlessly with existing systems and support efficient data collection, analysis, and reporting.
• Ensure data accuracy, reliability, and accessibility to support operational and strategic decision-making.

3. Reporting & Executive Communication

• Develop and deliver high-quality, C-level reports and presentations that highlight key Customer Care insights, trends, and performance metrics.
• Translate complex data into clear, actionable recommendations for executive stakeholders.
• Support leadership with performance tracking related to SLA compliance, resolution rates, and customer satisfaction.

4. Team Leadership & Development

• Lead, coach, and mentor the MIS and reporting team to enhance analytical, reporting, and data interpretation capabilities.
• Foster collaboration and leverage diverse perspectives to ensure comprehensive and accurate data analysis.
• Monitor team performance, ensuring accuracy, timeliness, and continuous improvement.

5. Risk Management

• Identify and assess potential risks to information systems, reporting accuracy, and planning processes within Customer Care.
• Develop and implement mitigation strategies to ensure system reliability, operational continuity, and achievement of departmental objectives.