Director - Metrics, Analytics & Reporting

Job Description

Create methods and practices to carry out robust capacity planning in back office/Admin and Project based teams in OT Be an expert at forecasting and try different avenues and models of forecasting for varied teams across Operations technology units. Provide insights and experimental analysis on how various forecasting models can be adapted to make our planning exercise richer and closer to ground reality Utilize forecasting tools and practices which are best in class at an industry level and harmonize ways of working with our teams with that Improve the accuracy of our predictions and plans and bridge the gap between forecast and actual volumes, revenues, performance and more operational aspects. Aid the development of Capacity Planning application from an end user s perspective develop and refine individual capacity plans for each of OT s product lines/regional operations across their on and offshore operations, in collaborations with regional operations leads support optimization of back office/admin workforce management practices across OT and be able to leverage peaks and troughs, and lean periods to maximize use of existing resources. support managers and leader in Operations teams in making appropriate hiring and capacity augmentation decisions which include cross training, contract resourcing, lending borrowing resources etc. Stakeholder management and influence: Collaborate with COOs and operations leads to create meaningful plans for their units and communicate that effectively using facts and data. collaborate with them to create messaging and insights such that accurately reflect their team s position and can be supported effectively provide insights that help them run operations more effectively from service delivery, quality and cost perspectives bring out the best practices across other OT teams and to cross pollinate best practices across operations What you need to have: Bachelor s degree in business administration, maths, engineering or economics from accredited university or equivalent experience 20+ years of experience in ITES 10+ year of experience in business intelligence, predictive modelling, forecasting and planning in Services Industry, supply chain or logistics Experience with BackOffice Planning and exposure to Contact Centre operations Experience as a Client Relationship Manager or Product Manager is preferred Knowledge of customer relationship management practices Problem-solving attitude Excellent analytics skills Why join our team: We help you be your best through professional development opportunities, interesting work and supportive leaders. We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have impact for colleagues, clients and communities. Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being. Excellent communication skills Aptitude for fostering positive relationships Teamwork and leadership skills Customer-oriented mind-set Minimum 12 months experience as Associate Director(Level F) / Director (Level G) Should have at least On-Track or equivalent rating in last appraisal. Should not be under any Performance Counselling Plan or had any official disciplinary action within the last 3 months. Should not have applied for any other IJP in the last 3 months. What makes you stand out Demonstrate agility and rigor Attention to detail with exceptional quality of work Excellent communication and interpersonal skills. Adaptive to organisational culture and business environment