Manager - MIS Reporting and Process Management

Job description

Job Purpose To drive customer service excellence through reporting, analytics, and performance insights. Responsibilities Core Responsibilities o Own and manage the end-to-end reporting for the Customer Service team, ensuring accuracy, timely, and insightful performance reporting. o Drive continuous improvement through advanced analytics SLA reporting at TCHFL level, Overall NPS Management, Detractor analysis, and data-driven insights to enhance customer experience and operational effectiveness o Prepare and deliver executive and board-level reports, presenting key trends, insights, risks, and performance highlights. o Design, develop, and maintain operational dashboards, scorecards, and KPI trackers to monitor service performance and business outcomes. o Lead Data Lake dashboard automation initiatives to improve reporting efficiency, data accuracy, scalability, and reduce manual effort. o Partner with cross-functional teams to define reporting requirements, ensure data governance, and support strategic decision-making. Customer communication repository management. Job Qualifications Graduate : Yes Masters/Postgraduate: Yes Disclaimer : This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.