AM / Manager Business Intelligence

Manager - Business Intelligence & Analytics (BI&A)

Location: Mumbai (Malad)

Experience: 7-10 Years

Key Responsibilities

• Lead and manage Business Intelligence & Analytics reporting for Contact Centre Operations.
• Design, develop, automate and optimize operational and commercial performance dashboards.
• Build and maintain strong relationships with Onshore, Offshore and UK client stakeholders, acting as a trusted analytics partner to drive business decisions.
• Collaborate cross-functionally with Operations, Commercial, Finance, IT and Client teams to deliver high-quality reporting solutions and business insights.
• Drive reporting transformation and automation using , MS SQL, Python, Advanced Excel, BI tools and AI-enabled solutions.
• Champion AI-driven analytics initiatives, including Microsoft Copilot, Power Automate, GenAI solutions and self-service reporting.
• Manage cloud-based reporting environments and coordinate with IT teams to ensure data availability, platform stability, security and performance.
• Ensure data integrity, governance and the timely delivery of daily, weekly and monthly business reports.
• Lead, coach and develop a high-performing team of BI/MIS Analysts, fostering collaboration, innovation and continuous improvement.
• Engage confidently with senior leadership and client stakeholders, presenting insights and influencing data-driven business decisions.
• Identify opportunities for process improvement, reporting standardization and operational efficiency through automation and analytics.

Required Skills

• 8-10 years of experience in Business Intelligence, MIS or Data Analytics.
• Strong expertise in MS SQL , Python, and Advanced Microsoft Excel.
• Hands-on experience with Power BI, Tableau or similar BI and visualization platforms.
• Exposure to AI-enabled analytics, Microsoft Copilot, Power Automate, GenAI or Intelligent Automation solutions.
• Experience working with cloud platforms (Azure, AWS or GCP) and managing cloud-hosted reporting environments.
• Proven experience managing UK/international client relationships with exceptional stakeholder management and communication skills.
• Strong people management experience with the ability to lead, mentor and develop high-performing analytics teams.
• Excellent collaboration, stakeholder engagement, presentation, analytical and problem-solving skills.
• Ability to manage multiple priorities in a fast-paced, client-focused environment.

Preferred:

• Experience in Telecom, Contact Centre or BPO Analytics.
• Strong understanding of KPI reporting, operational performance dashboards and commercial analytics.
• Experience driving BI transformation, reporting automation and AI adoption initiatives.