Planning & Managing Information Services (MIS) Section Head - Customer Care
Job Level
Section Head
Reporting To
Senior Director – Customer Care
Requirements
Job Purpose
To oversee the planning, implementation, and management of Information Services (MIS) within the Customer Care function, ensuring data-driven decision-making that enhances customer experience, optimizes Human Resources Outsourcing (HRO) performance, and ensures efficient budget utilization.
Key Responsibilities
1. Planning & Budget Management
- Prepare, monitor, and control the Customer Care budget to ensure efficient and effective utilization.
- Analyze budget performance and present clear, data-driven financial reports to the Senior Director – Customer Care.
- Conduct cost-benefit analyses for proposed Customer Care initiatives and prioritize projects that maximize customer satisfaction within budget constraints.
- Establish performance objectives for the MIS team aligned with Customer Care OKRs and organizational goals.
2. Management Information Systems (MIS)
- Oversee the development, implementation, and maintenance of Customer Care information systems.
- Ensure MIS platforms integrate seamlessly with existing systems and support efficient data collection, analysis, and reporting.
- Ensure data accuracy, reliability, and accessibility to support operational and strategic decision-making.
3. Reporting & Executive Communication
- Develop and deliver high-quality, C-level reports and presentations that highlight key Customer Care insights, trends, and performance metrics.
- Translate complex data into clear, actionable recommendations for executive stakeholders.
- Support leadership with performance tracking related to SLA compliance, resolution rates, and customer satisfaction.
4. Team Leadership & Development
- Lead, coach, and mentor the MIS and reporting team to enhance analytical, reporting, and data interpretation capabilities.
- Foster collaboration and leverage diverse perspectives to ensure comprehensive and accurate data analysis.
- Monitor team performance, ensuring accuracy, timeliness, and continuous improvement.
5. Risk Management
- Identify and assess potential risks to information systems, reporting accuracy, and planning processes within Customer Care.
- Develop and implement mitigation strategies to ensure system reliability, operational continuity, and achievement of departmental objectives.
Qualifications & Experience - Education
- Bachelor’s degree (required)
- Diploma in Data Analysis (preferred)
- Experience
- 3–5 years of relevant experience
- Proven track record in Customer Care reporting, budget management, and performance analysis
- Technical Skills
- Microsoft Office: Excellent
- Power BI: Very Good
- English Language: Very Good
- Key Skills & Competencies
- Strong analytical and problem-solving skills
- Business and financial acumen
- Cost analysis and budgeting expertise
- Excellent communication and presentation skills
- Leadership and coaching capability
Benefits
Benefits & Compensation
The organization offers a competitive benefits package designed to support employee well-being, professional growth, and work-life balance, including:
- Competitive salary aligned with experience and qualifications
- Performance-based incentives and annual reviews
- Comprehensive health and medical insurance coverage
- Paid annual leave, sick leave, and public holidays
- Professional development and training opportunities
- Career advancement and internal mobility opportunities
- Supportive and collaborative work environment
- Access to modern tools and systems to support job performance
- Employee wellness and engagement initiatives