Job Description

Financial Wealth Holdings is seeking a skilled Business Intelligence (BI) Manager to generate and deliver business insight from data analytics to guide strategy, approach and execution. The ideal candidate would exhibit traits of high intelligence, is self-motivated, hardworking and conscientious to help steer business strategy, innovation and create new opportunities.

This role is for someone who:

Is naturally curious and always looking for ways to improve processes Thrives in a fast-paced environment Has sharp critical thinking skills Loves solving problems and making an impact through data

Responsibilities:

1. Business Intelligence & Reporting

Develop and maintain interactive dashboards, reports, and data visualizations using data analytics tools. Analyse sales, contact, and campaign data to identify trends and provide actionable recommendations to management. Support the forecasting and planning process through data analysis and predictive insights. Collaborate with various departments to ensure data needs are met and insights are used to guide decisions. Prepare monthly BI performance packs for senior leadership.

2. Dialler Operations & Campaign Execution

Manage and optimize outbound and inbound campaigns via the dialler system. Monitor key dialler metrics such as Answer Rate, RPC Rate, and abandonment rate across all divisions. Implement and test contact strategies (including A/B testing) to improve conversion and contractability. Configure and manage Omni-channel campaigns (SMS, WhatsApp, Voice Blasts). Troubleshoot platform issues in liaison with IT and system vendors.

3. Data Accuracy

Assist in ensuring data accuracy and consistency across platforms. Identify and escalate data anomalies or irregular agent behaviour to management. Support efforts to implement best practices in data accuracy, and lead management.

4. Innovation & Automation

Support automation of routine data tasks and dialler uploads to improve operational efficiency. Stay current with emerging BI and dialler technologies to suggest improvements and enhancements.

5. Stakeholder Engagement

Present analytical findings in a clear and concise format to business users and team leads. Act as a liaison between the BI team, operations, and IT to ensure cross-functional alignment on key projects.

Requirements:

5 or more years of experience in a similar role Contact Centre or sales operations Business intelligence or data analytics environment Hands on experience with Dialer platforms (e.g. Genesys, Noble, Avaya, Aspect, Xzibit) BI tools like Power BI, Tableau, QlikView, or Looker CRM systems and lead management tools A/B testing and campaign management Exposure to omni-channel campaign execution (SMS, WhatsApp, Voice) is highly advantageous.

Education:

Bachelor's degree in a relevant field such as,Data Analytics, Information Systems, Computer Science, Business Intelligence, Engineering A diploma or certification in Data Analysis, Business Intelligence, or Call Centre Operations may be considered if accompanied by strong experience

Technical Skills:

Excel skills - Expert Level Proficiency in SQL for data extraction and transformation Experience with Power BI or similar for reporting and dashboards Familiarity with campaign management tools and dialler configuration Understanding of data integrity principles and processes Knowledge of forecasting models or statistical analysis techniques Bonus: Experience with automation tools

Soft Skills

Critical thinker with strong problem-solving capabilities Naturally curious and process-oriented Comfortable in fast-paced, target-driven environments Strong communication skills - able to translate complex data into actionable insights Effective collaborator, able to work across departments (Ops, IT, Sales) Detail-oriented and highly organized
Job Types: Full-time, Permanent

Education:

Bachelors (Required)
Experience:

Business Intelligence: 5 years (Required)
Work Location: In person