We are looking for a results-driven Manager to lead data analysis initiatives, manage key client relationships and support service audits. This role is critical in ensuring process compliance, enhancing customer satisfaction, and driving operational efficiency through data-driven decision-making.

What You'll Do:

• Analyse customer usage patterns, service performance metrics, and operational data to uncover trends, inefficiencies, and opportunities for improvement.
• Design and maintain interactive dashboards and predictive models to support proactive service management and strategic decision-making.
• Convert complex datasets into clear, actionable insights for internal stakeholders and external partners.
• Collaborate with process owners and IT teams to ensure data accuracy, consistency, and accessibility across platforms.
• Act as the liaison for internal and external clients, ensuring service level agreements (SLAs) are met.
• Address escalated service issues and coordinate with process owners and/or IT teams for resolution.
• Conduct regular client reviews and performance reporting.
• Gather client feedback to inform service improvements and innovation.
• On a monthly basis, support the team in reviewing calls and written correspondence
• Highlight cases that require immediate attention for service recovery
• Identify service gaps
• Perform additional tasks and responsibilities as assigned, contributing to the team's objectives

What You'll Need:

• At least a degree with 5 - 10 years relevant experience preferably in Data Analysis and Data insights and/or Service Engagement/ Quality
• Experience in Client Management is advantageous
• Possesses a strategic mind set on organisational service quality
• Independent and self-driven, with ability to work in a fast-paced environment
• Demonstrate strong interpersonal and analytical skills with an eye for details
• Be flexible and willing to adjust responsibilities to align with developing business needs
• Effective communication skills - both written and oral with good command of English language
• Possess strong problem-solving skills and ability to handle impromptu situations
• Proficient in MS Office applications, Power BI