Planning & Managing Information Services (MIS) Section Head - Customer Care

Job Level

Section Head

Reporting To

Senior Director – Customer Care

Requirements

Job Purpose

To oversee the planning, implementation, and management of Information Services (MIS) within the Customer Care function, ensuring data-driven decision-making that enhances customer experience, optimizes Human Resources Outsourcing (HRO) performance, and ensures efficient budget utilization.

Key Responsibilities

1. Planning & Budget Management

• Prepare, monitor, and control the Customer Care budget to ensure efficient and effective utilization.
• Analyze budget performance and present clear, data-driven financial reports to the Senior Director – Customer Care.
• Conduct cost-benefit analyses for proposed Customer Care initiatives and prioritize projects that maximize customer satisfaction within budget constraints.
• Establish performance objectives for the MIS team aligned with Customer Care OKRs and organizational goals.

2. Management Information Systems (MIS)

• Oversee the development, implementation, and maintenance of Customer Care information systems.
• Ensure MIS platforms integrate seamlessly with existing systems and support efficient data collection, analysis, and reporting.
• Ensure data accuracy, reliability, and accessibility to support operational and strategic decision-making.

3. Reporting & Executive Communication

• Develop and deliver high-quality, C-level reports and presentations that highlight key Customer Care insights, trends, and performance metrics.
• Translate complex data into clear, actionable recommendations for executive stakeholders.
• Support leadership with performance tracking related to SLA compliance, resolution rates, and customer satisfaction.

4. Team Leadership & Development

• Lead, coach, and mentor the MIS and reporting team to enhance analytical, reporting, and data interpretation capabilities.
• Foster collaboration and leverage diverse perspectives to ensure comprehensive and accurate data analysis.
• Monitor team performance, ensuring accuracy, timeliness, and continuous improvement.

5. Risk Management

• Identify and assess potential risks to information systems, reporting accuracy, and planning processes within Customer Care.
Develop and implement mitigation strategies to ensure system reliability, operational continuity, and achievement of departmental objectives.

• 
  
  
  
  
  Qualifications & Experience
• Education
• • Bachelor’s degree (required)
  • Diploma in Data Analysis (preferred)
• Experience
• • 3–5 years of relevant experience
  • Proven track record in Customer Care reporting, budget management, and performance analysis
• Technical Skills
• • Microsoft Office: Excellent
  • Power BI: Very Good
  • English Language: Very Good
• Key Skills & Competencies
• • Strong analytical and problem-solving skills
  • Business and financial acumen
  • Cost analysis and budgeting expertise
  • Excellent communication and presentation skills
  • Leadership and coaching capability

Benefits

Benefits & Compensation

The organization offers a competitive benefits package designed to support employee well-being, professional growth, and work-life balance, including:

• Competitive salary aligned with experience and qualifications
• Performance-based incentives and annual reviews
• Comprehensive health and medical insurance coverage
• Paid annual leave, sick leave, and public holidays
• Professional development and training opportunities
• Career advancement and internal mobility opportunities
• Supportive and collaborative work environment
• Access to modern tools and systems to support job performance
• Employee wellness and engagement initiatives