Manager Business Insights

KEY RESPONSIBILITIES

• Opportunity identification & problem framing: Build and maintain an account-level opportunity pipeline, and partner with account managers, functional leaders, and senior sponsors to convert vague asks into sharp, sponsor-backed problem statements with clear scope, business impact, and decision needs.
• Diagnostics & root-cause analysis: Lead structured deep dives using data analysis, stakeholder consultation, process walkthroughs, segmentation, and Lean Six Sigma methods to move from symptoms to underlying drivers.
• Data & analytical quality: Validate data availability, definitions, and reliability; reconcile conflicting sources; document assumptions and limitations; and assure the accuracy and reproducibility of analytical outputs.
• Solution & business-case design: Shape practical recommendations, future-state options, operating and ownership models, governance routines, and business cases that leaders can evaluate and act on.
• Commercial & account insight: Connect findings to account economics revenue, cost-to-serve, productivity, margin, SLA exposure, penalties, risk, and client-retention implications.
• Technology & process enablement: Identify where recurring problems can be addressed through dashboards, apps, workbenches, trackers, automation, or process redesign; define requirements and oversee delivery with relevant development resources.
• Change management & adoption: Assess change impact and readiness, and coordinate communication, training, and stakeholder alignment so approved solutions become embedded in business-as-usual operations.
• Executive decision support: Translate complex diagnostics into concise, leadership-ready narratives, risk flags, and decision recommendations for account reviews and senior leadership forums.
• Impact tracking: Own outcomes beyond the recommendation stage – establish baselines, track adoption, action closure, and before/after business impact, and capture reusable frameworks.
• Account partnership & capability building: Serve as the embedded Business Insights consultant for assigned accounts, flexing across accounts as priorities shift; guide analysts and SMEs, standardize methods and templates, and raise analytical and process maturity.

REQUIRED QUALIFICATIONS & EXPERIENCE

• Experience: Minimum three years of relevant, hands-on experience in Business Insights, consulting, analytics, transformation, or a closely related role involving structured problem-solving, stakeholder management, and delivery ownership. There is no upper limit on overall experience; final designation as Assistant Manager or Manager will be based on demonstrated technical capability, engagement ownership, and ability to operate independently.
• Education: Bachelor’s degree, preferably in Statistics, Economics, Analytics, Engineering, Business, or a related field. A master’s degree or MBA is an advantage.
• Certification: Lean Six Sigma Black Belt certification (LSSBB/CSSBB or equivalent) is mandatory.
• Delivery record: Demonstrated experience owning end-to-end engagements or substantial workstreams—from problem definition through diagnosis, solution design, build/enablement, and impact measurement.
• Leadership & influence: Demonstrated ability to guide analysts and cross-functional teams, influence senior leadership and client/account stakeholders, and drive accountability without direct authority.
• BPO knowledge: Broad knowledge of BPO operations across functions such as Operations, WFM, Quality, Training, HR, and Finance is mandatory, along with experience in or exposure to multiple industry verticals such as financial services, healthcare, utilities, retail, and telecommunications.