Senior Manager - MIS & Billing Management

Kotak Securities (KSL); Thane; On-site; INR 2,500,000 - 4,000,000; Full time

Job summary

Kotak Securities (KSL) seeks a senior leader to head Contact Centre MIS, analytics and reporting. You will manage daily, weekly, monthly and annual reports, drive dashboards, automate data validation, and ensure governance across voice, email, chat, and other channels.

You will mentor a high-performing team, collaborate with Finance, Operations, WFM, HR and IT, and own forecasting, budgeting and cost optimization while delivering insights to improve service levels and customer experience.

Qualifications

• 8-10 years of experience in Contact Centre MIS, Analytics, Workforce Management, Reporting or BI functions.
• Proven experience managing MIS teams and supporting large-scale Contact Centre operations.
• Strong exposure to partner management, vendor billing, budgeting, and financial governance.
• Demonstrated success in reporting automation, dashboard development, and digital transformation initiatives.

Responsibilities

• Lead the Contact Centre MIS team and ensure timely delivery of accurate daily, weekly, monthly, quarterly, and annual management reports.
• Manage reporting and analytics across Voice, Email, Chat, Escalations, Social Media, and Outbound Operations.
• Develop standardized reporting frameworks and ensure consistency, accuracy, and governance of all operational reports.
• Analyze Contact Centre performance trends and provide actionable insights to improve productivity, service levels, quality, utilization, and customer experience.
• Monitor and report key operational metrics including SLA, AHT, Productivity, Utilization, Occupancy, Attendance, Adherence, Quality Scores, CSAT, Abandonment Rate, and other business KPIs.
• Perform root cause analysis on operational performance gaps and recommend corrective actions to improve business outcomes.
• Manage end-to-end partner billing activities including invoice validation, reconciliation, audit checks, approvals, and commercial governance.
• Ensure compliance with vendor contracts, commercial agreements, billing terms, and service level commitments.
• Monitor billing accuracy, identify revenue leakage, and implement controls to strengthen financial governance.
• Prepare and manage Contact Centre budgets, financial forecasts, variance analysis, and cost optimization initiatives.
• Collaborate with Workforce Management teams on forecasting, capacity planning, rostering, shrinkage analysis, manpower planning, and workforce optimization.
• Track forecasting accuracy, workforce productivity, staffing efficiency, and performance utilization across all functions.
• Develop automated solutions for report generation, data validation, reconciliation, alerts, and operational monitoring.
• Collaborate with Operations, HR, Quality, Finance, WFM, Technology, and Leadership teams to provide meaningful business insights and support decision-making.
• Support incentive calculations, appraisals, manpower planning, audits, compliance reviews, and management reporting requirements.
• Maintain high standards of data governance, data quality, reporting accuracy, and information security across all reporting systems.
• Lead, mentor, and develop a high-performing MIS and Analytics team while driving a culture of innovation, accountability, and continuous improvement.
• Manage workload planning, resource allocation, employee development, and succession planning within the MIS function.

Skills

MIS

Analytics

Workforce Management

Reporting

Billing

Business Intelligence

Job description

Role & responsibilities

• Lead the Contact Centre MIS team and ensure timely delivery of accurate Daily, Weekly, Monthly, Quarterly, and Annual management reports.
• Manage reporting and analytics across Voice, Email, Chat, Escalations, Social Media, and Outbound Operations.
• Develop standardized reporting frameworks and ensure consistency, accuracy, and governance of all operational reports.
• Analyze Contact Centre performance trends and provide actionable insights to improve productivity, service levels, quality, utilization, and customer experience.
• Monitor and report key operational metrics including SLA, AHT, Productivity, Utilization, Occupancy, Attendance, Adherence, Quality Scores, CSAT, Abandonment Rate, and other business KPIs.
• Perform root cause analysis on operational performance gaps and recommend corrective actions to improve business outcomes.
• Manage end-to-end partner billing activities including invoice validation, reconciliation, audit checks, approvals, and commercial governance.
• Ensure compliance with vendor contracts, commercial agreements, billing terms, and service level commitments.
• Monitor billing accuracy, identify revenue leakage, and implement controls to strengthen financial governance.
• Prepare and manage Contact Centre budgets, financial forecasts, variance analysis, and cost optimization initiatives.
• Collaborate with Workforce Management teams on forecasting, capacity planning, rostering, shrinkage analysis, manpower planning, and workforce optimization.
• Track forecasting accuracy, workforce productivity, staffing efficiency, and performance utilization across all functions.
• Develop automated solutions for report generation, data validation, reconciliation, alerts, and operational monitoring.
• Collaborate with Operations, HR, Quality, Finance, WFM, Technology, and Leadership teams to provide meaningful business insights and support decision-making.
• Support incentive calculations, appraisals, manpower planning, audits, compliance reviews, and management reporting requirements.
• Maintain high standards of data governance, data quality, reporting accuracy, and information security across all reporting systems.
• Lead, mentor, and develop a high-performing MIS and Analytics team while driving a culture of innovation, accountability, and continuous improvement.
• Manage workload planning, resource allocation, employee development, and succession planning within the MIS function.

Preferred candidate profile

• 8-10 years of experience in Contact Centre MIS, Analytics, Workforce Management, Reporting, Billing, or Business Intelligence functions.
• Proven experience managing MIS teams and supporting large-scale Contact Centre operations.
• Strong exposure to partner management, vendor billing, budgeting, and financial governance.
• Demonstrated success in reporting automation, dashboard development, and digital transformation initiatives.
• Excellent analytical, stakeholder management, communication, presentation, and leadership skills.
• Willingness to work in a roster-based environment, including weekends and public holidays, based on business requirements.