Business Intelligence Manager

Position Details

• Department: Debt Collection

• Reports To: Operations Executive

• Direct Reports: Client Service Consultants and Customer Care Consultants

• Employment Type: Permanent Position (6 months’ probation)

• Occupational Level: Senior Management

Job Purpose

The Business Intelligence Manager is responsible for overseeing reporting, data analysis, and performance tracking functions within the debt collection organization. This critical role focuses on ensuring that data is effectively utilized to drive decisions to optimize business strategies, improve debt recovery rates, and enhance client interactions. The ideal candidate will demonstrate a comprehensive understanding of debt collection processes, exceptional analytical capabilities, and proven leadership skills. Key responsibilities include ensuring compliance with legal and contractual obligations and providing actionable insights to both internal teams and clients.

Key Performance Areas and Weightings

Portfolio Analysis and Management (50%)

• Lead development and delivery of daily, weekly, and monthly performance reports tracking KPIs including collection rates, recovery amounts, and aging accounts

• Execute and analyse collection strategies through data-driven insights

• Utilize predictive analytics and statistical modelling to forecast recovery outcomes

• Design and maintain real-time dashboards for performance monitoring

• Optimize call center productivity through data analysis and best practices implementation

• Deploy continuous process improvement initiatives based on analytical findings

• Compile and produce relevant reporting to maximize results

• Ensure accuracy and integrity of all data used in reporting and streamlining of processes

Client Relationship Management (15%)

• Provide regular portfolio performance updates to clients

• Deliver detailed reports on collection progress and recovery forecasts

• Understand client portfolios, expectations, and targets

• Maintain strong relationships with key stakeholders

• Identify opportunities for business growth through data insights

Team Leadership and Development (10%)

• Lead and mentor a team of analysts

• Ensure consistent performance management and compliance

• Conduct regular performance reviews

• Provide professional development opportunities

• Manage team attendance and productivity

• Coach and develop staff in line with company values

Service Excellence and Process Optimization (15%)

• Maintain key strategic relationships across departments

• Ensure seamless integration of data and reporting tools

• Implement administrative processes for smooth departmental operations

• Lead strategic and best practice initiatives

• Collaborate with operations, client services, and IT teams

Compliance and Quality Management (10%)

• Ensure adherence to data privacy regulations and industry standards

• Maintain quality control in all reporting and analytics outputs

• Monitor and report on compliance with SLAs

• Implement and maintain data governance standards

Qualifications and Requirements

Education

• Bachelor's degree in Data Science, Statistics, Business, Finance, or related field

Experience

• Minimum 5 years experience in data analysis, reporting, or business intelligence

• At least 2 years in a management or leadership role

• Experience in debt collection or financial services industry

• Strong proficiency in SQL, Excel (V-Lookup and Pivot Tables), and data analysis tools

Skills and Competencies

• Advanced analytical and problem-solving abilities

• Strong statistical and mathematical skills

• Excellent verbal and written communication skills

• Proven team leadership and management capabilities

• Experience with predictive analytics and statistical modeling

• Knowledge of data privacy laws (GDPR, CCPA)

• Business acumen and strategic thinking ability

• Project management and organizational skills

• Ability to work under pressure and meet deadlines

Personal Attributes

• Self-motivated with strong initiative

• Results-driven and action-oriented

• Excellent attention to detail

• Strong ethical standards

• Adaptable to change

• Professional demeanor

Work Environment

• Open-plan office/contact center environment

• May require occasional evening or weekend work

• Fast-paced, deadline-driven atmosphere

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Last updated on Feb 4, 2025