Assistant Manager-Business Intelligence

Role Overview

Assistant Manager – Business Intelligence at RAK BANK. This role is based in the United Arab Emirates, supporting Voice and Virtual operations across the organization.

Role Purpose

Develop and deliver business intelligence, performance insights, dashboards, and data-driven recommendations that enable leadership visibility on performance, trends, productivity, service quality, operational risks, and business outcomes across Voice and Virtual operations.

Key Responsibilities

Dashboard & Reporting Design

• Design, maintain, and enhance dashboards, reports, scorecards, and analytical views for Voice and Virtual performance management.
• Develop Power BI dashboards, automated reporting tools, and visualization solutions to enhance business visibility and decision-making.
• Support automation, reporting standardization, KPI tracking, and self-service dashboard adoption.
• Collaborate with stakeholders to automate manual reporting processes and improve reporting efficiency and data accessibility.

Data Governance & Integrity

• Ensure data accuracy, report consistency, version control, and governance across recurring management packs and operational dashboards.
• Validate and reconcile data from multiple sources to ensure reporting integrity and reliability.
• Establish reporting controls, data dictionaries, KPI definitions, and documentation standards to ensure consistency across the organization.
• Develop and maintain enterprise-level KPI frameworks, performance scorecards, and departmental reporting standards.

Performance Analysis & Insights

• Analyze service levels, volumes, productivity, customer trends, complaint patterns, digital adoption, campaign performance, and operational efficiency.
• Translate complex data into clear insights, root causes, risks, and actionable recommendations for leadership and operations.
• Conduct root cause analysis on operational variances and provide recommendations to improve customer experience, productivity, quality, and service performance.
• Create predictive and trend-based analysis to support forecasting, capacity planning, workforce optimization, and strategic decision-making.
• Prepare executive summaries, trend analysis, productivity snapshots, and performance review inputs.
• Monitor performance against business objectives and proactively highlight risks, opportunities, and emerging trends.

Stakeholder Collaboration & Support

• Partner with Operations, WFM, Quality, Process, IT, and Business teams to define reporting requirements and performance measures.
• Support governance forums, management reviews, and leadership presentations through actionable business insights and performance narratives.
• Provide ad-hoc analytical support for customer experience, operational performance, quality management, workforce management, and strategic initiatives.
• Support business cases, transformation initiatives, and continuous improvement projects through data analysis and performance measurement.
• Act as the central reporting and analytics subject matter expert for Voice & Virtual Transformation initiatives.

Process Improvement & Opportunity Identification

• Identify data gaps, system reporting limitations, process issues, and improvement opportunities.
• Identify opportunities to leverage analytics, AI, and data-driven methodologies to improve operational effectiveness and customer outcomes.

Qualifications & Experience

• Bachelor's degree in business or related field.
• Minimum 3–4 years' experience in WFM with strong RTM (Real-Time Management) exposure in a contact center environment.
• Familiarity with contact centers and front-facing teams.

Skills & Competencies

Required Technical Skills

• Genesys Cloud / Genesys Engage.
• WFM platform: NICE IEX, Verint, Aspect, or equivalent.
• Excel and Power BI for intraday reporting and trend analysis.
• ACD, IVR, and queue management systems.

Required Languages

• English: Fluent (written and spoken).

Preferred Languages

• Arabic: Proficiency is an advantage.

Preferred Certifications

• COPC certification.
• Relevant WFM or contact center industry certification.