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.