Assistant Manager Business Intelligence

About the role

As an Assistant Manager – Business Intelligence at RAKBANK, you will drive the creation of performance insights, dashboards and reporting governance for Voice and Virtual operations. You will enable leadership with clear visibility on trends, productivity, service quality and operational risks.

Key responsibilities

• Design, maintain and enhance dashboards, reports, scorecards and analytical views for Voice and Virtual performance management.
• Analyse service levels, volumes, productivity, customer trends, complaint patterns, digital adoption and campaign performance.
• Partner with Operations, WFM, Quality, Process, IT and Business teams to define reporting requirements and performance measures.
• Ensure data accuracy, report consistency, version control and governance across recurring management packs and operational dashboards.
• Translate complex data into clear insights, root‑cause analysis, risks and actionable recommendations for leadership.
• Support automation, reporting standardisation, KPI tracking and self‑service dashboard adoption.
• Prepare executive summaries, trend analysis and performance review inputs.
• Identify data gaps, system reporting limitations and improvement opportunities.
• Develop and maintain enterprise‑level KPI frameworks, performance scorecards and departmental reporting standards.
• Create predictive and trend‑based analysis to support forecasting, capacity planning and workforce optimisation.

Required profile

• Strong analytical mindset with the ability to turn large data sets into actionable business insights.
• Proven experience collaborating with cross‑functional teams to define and deliver reporting solutions.
• Excellent communication skills to present findings to senior leadership.
• Detail‑oriented approach to ensure data integrity and reporting reliability.

Required skills

• Power BI
• Data analysis
• Predictive analytics
• Dashboard development
• Reporting automation
• Data validation and reconciliation