Business Intelligence Manager

Role Purpose

This role is responsible for designing, leading, and operating the organization’s Business Intelligence (BI) and Early Warning function. The primary goal is transforming operational, quality, and behavioral data into actionable insights that anticipate risks, prevent client churn, and support strategic decisions crucial for Client Success and Growth.

Key Responsibilities

• Lead the indicator control and early warning function, serving as the intelligence hub for Client Success and Operations.
• Design, build, and continuously evolve the Leading Indicators framework.
• Analyze large volumes of operational, Quality Assurance (QA), and behavioral data.
• Develop and maintain executive and operational dashboards.
• Proactively alert on at-risk clients and provide explanations for root causes and recommended actions.
• Supervise the team of analysts and the Help Desk team.
• Integrate QA and support insights into the early warning system.
• Elevate the organization’s analytical maturity level.

Candidate Profile

We are looking for a senior professional with strong character, independent judgment, and the ability to defend analyses before executive leadership. The successful candidate must be capable of challenging assumptions, driving uncomfortable conversations, and prioritizing business impact over passive reporting.

Experience & Background

• 6–10+ years of experience in Business Intelligence, Analytics, advanced QA, or Operations Analytics.
• Proven experience building predictive indicators and alert models.
• A BA/BSc/HND qualification is required.
• Preferred experience in BPO (Business Process Outsourcing), professional services, SaaS (Software as a Service), or multi-client environments.