Manager, Operations Reporting (Alabang - Onsite)

Concentrix; Muntinlupa; On-site; PHP 700,000 - 1,200,000; Full time

Job summary

Concentrix is seeking a Data & Analytics professional to drive continuous improvement and design business excellence solutions. You will partner with delivery teams and clients to deliver measurable outcomes and develop data-driven insights from customer speech data and transcripts.

The role focuses on building models, journey maps, and dashboards while coordinating risk management and stakeholder communications to ensure benefits realization across multiple projects.

Qualifications

• Min. 2 years as a people manager or IC in Data & Analytics / Process Excellence.
• Excel and PowerPoint proficiency with strong data interrogation skills.
• Experience with AWS services: Contact Lens, QuickSight and Athena.
• Lean Six Sigma and Agile; Scrum (CSM) is a plus.
• Exposure to Gen AI, RPA, Power BI, SQL and Python is desirable.
• Demonstrated leadership and cross-functional collaboration.
• Excellent written and verbal communication.

Responsibilities

• Be part of team comprising CX and Sales Data & Insights gurus.
• Apply contemporary improvement techniques and deliver tangible results.
• Research and analyze customer speech data for trends and insights.
• Develop algorithms and models to extract valuable information from audio and transcripts.
• Create Customer Journey Maps and Process Maps for optimized experiences.
• Surface trends driving interaction volumes to shape improvements and channel strategy.
• Produce visuals and packs for stakeholders at all levels.
• Manage risk register and risk process within the project.
• Monitor project progress from proposal to benefits realization.

Skills

Data analysis

Cross-functional leadership

Communication

Problem solving

Attention to detail

Presentation skills

Excel

PowerPoint

Stakeholder management

Team leadership

SQL

Python

Power BI

Gen AI

RPA

AWS - Contact Lens

AWS - QuickSight

AWS - Athena

Education

Tools

AWS - Contact Lens

AWS - QuickSight

AWS - Athena

Power BI

SQL

Python

Job description

Support effective and efficient delivery of assigned Data & Analytics deliverables / projects,

assist in designing, modeling and implementing new or modified business excellence and

improvement solutions. Partner with delivery & internal innovation teams and clients to

drive continuous improvement by using data & analytics to identify opportunities for

improvement, develop and present business case justifications for pursuing opportunities,

and working with account SMEs to leverage continuous improvement models, tools, and

technology to achieve measurable results.

RESPONSIBILITIES:

• Be part of team comprising of CX and Sales Data & Insights Data & Insights gurus
• Demonstrate experience & expertise in applying contemporary improvement techniques and producing tangible results
• Research, and conduct advanced analysis of customer speech data to identify complex trends and insights
• Identify opportunities, recommendations, and benefits through development of algorithms and models to extract valuable information from audio and transcripts
• Create Customer Journey Maps and Process Maps to develop an optimized future state experience and design, incorporating enhancements for segments such as People, Process, Data and Tech
• Surface trends and topics driving interaction volumes across human assisted channels that shape operational improvements, process optimisation and drive channel strategy
• Create the best possible outcomes while driving Customer Experience, Compliance and Revenue while generating rich Analytics & Insights across KPI critical projects
• Create slides, charts and information packs that provide accurate and engaging visual materials for stakeholders from a range of levels and roles
• Proactively manage the risk register and risk process within the project, ensuring mitigating actions are in place and managed, and escalating as appropriate.
• Monitor project and initiatives from proposal to benefits realization

SKILLS & QUALIFICATIONS:

• Min. 2 years people manager or IC experience in Data & Analytics / Process Excellence / Delivery Innovation (being part of these functions is mandatory for qualifying)
• Proficiency in Excel and PowerPoint, system/data analysis and data interrogation
• Experience working with AWS services (Contact Lens, Quick Sight and Athena)
• Knowledge of Lean Six Sigma, Agile methodology, (Scrum – CSM certification would be an advantageous)
• Preferable exposure to digital technologies and Data Science (Gen AI, RPA, Speech, Power BI, SQL, Python)
• Demonstrable team leadership and cross-functional team experience
• Excellent attention to detail and strong focus on task completion
• Excellent oral and written communication, and interpersonal skills with the ability to interact effectively with all levels of management and client