Unit Manager - Tech Transformation/Senior Unit Manager

Job Purpose


Deliver actionable insights for Collections/DMS by building reliable datasets, dashboards, and analyses that inform operational decisions (rollrate, cure %, PTP kept, AHT/TAT, agent productivity, channel effectiveness). Partner with business, contact centre, and platform teams to translate questions into metrics, run diagnostics, and recommend improvements.

Duties and Responsibilities

• A Key Accountabilities for the Role
  
• 
  
• Data Engineering Support: Source, clean, and join datasets from CRM/dialer, Indus, segmentation portal, payments, and ops systems; ensure quality, lineage, and reconciliation.
  
• BI Visualization: Build and automate dashboards (e.g., Power BI/Tableau); define metric logic, filters, and drilldowns; schedule refreshes.
  
• Analysis Insights: Run cohort/segmentation analyses; A/B or prepost impact assessments; identify red flags and opportunities.
  
• KPI Governance: Maintain metric catalog (definitions, owners, update frequency); ensure singlesourceoftruth.
  
• Stakeholder Engagement: Gather requirements, present insights, and track actions to closure.
  
• 
  
• B Additional Accountabilities
  
• Create alerting for threshold breaches; maintain data dictionaries and query repositories.
  
• Support model monitoring (if applicable): data drift, stability metrics, and outcome tracking.
  
• Monthly Tracker, MNL, KRA KPIs tracking publishing to relevent stakeholders in timely manner.

Key Decisions / Dimensions

• Metric definitions and SQL logic per approved standards.
  
• Prioritization of dashboard enhancements and fixes.

Major Challenges

• Reconciling data across disparate systems with different update cadences.
  
• Balancing speed of delivery with data quality and validation.
  
• Driving actionability (moving from reports to decisions).

Required Qualifications and Experience


a) Qualifications

Graduate in Engineering/Statistics/Economics/Math; certifications in SQL/BI tools; Python preferred.
b) Work Experience

6-10 years in BI/analytics; strong SQL; experience with data modeling, visualization, and KPI design; BFSI/collections exposure is a plus.

• Hands on experience in ZBB, BPR/DPR, Draw.io process mapping.