Manager Reporting & MIS-Digital Banking Group

Eligibility Criteria

Qualification:

Preferably a Master’s degree or at least a Bachelor’s degree from a reputed university.

Required Skill Set:

• Proficiency in various MIS reporting solution including MS Excel, Power BI, etc. and contact center reporting tools & software.
• Strong analytical and problem-solving skills with a data-driven approach to decision-making.
• Experience in dashboard creation and data visualization.
• Knowledge of the banking and financial industry.
• Strong leadership and conflict management Skill.
• Excellent communication and presentation skills.
• Cultural Awareness, Adaptability & Flexibility.
• Ability to manage multiple tasks and priorities.
• Strong understanding of call center operations, KPIs.

Job Responsibilities:

• Manage and ensure the accuracy, integrity, and timely availability of contact center data/reports, including customer interactions, agent performance, and operational metrics.
• Develop and implement robust reporting structures to monitor key performance indicators (KPIs) such as Average Handling Time (AHT), and Service Level, etc.
• Provide daily, weekly, and monthly reports to senior management, highlighting trends, insights, and recommendations for improvement.
• Design, develop, and maintain interactive dashboards to provide real-time visibility into contact center metrics and performance indicators.
• Automate data collection, processing, and reporting functions to reduce manual effort, improve accuracy, and enhance data accessibility.
• Conduct in-depth analysis of call center performance data to identify patterns, trends, and potential areas for improvement.
• Collaborate with other departments, such as Operations, Quality, and Training, to support initiatives and projects with data-backed insights.
• Ensure timely preparation of Performance based financial and non-financial reports.
• Identify opportunities for improving reporting processes and operational workflows.
• Lead, coach, and develop the MIS team to ensure high performance, technical expertise, and data accuracy.
• Conduct regular training and upskilling sessions to enhance team members' analytical and reporting capabilities.
• Oversee workload management within the team, ensuring deadlines are met and quality standards are maintained.
• Ensure data management practices comply with regulatory requirements, organizational policies, and industry standards, particularly around customer privacy and data security.
• Organize periodic performance review meetings.
• Perform any other task assigned by line management as and when required.
• Strong Follow-ups of all related tasks to ensure timely submission of work assignments.

Location: Lahore

Experience: Preferably more than 3 years’ of experience with at least 1 year in the same role .