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Open nowPosted 43 days ago

Assistant Manager-Business Intelligence

Rak Bank49 open roles

Where
United Arab Emirates
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Your applicationOpen nowAssistant Manager-Business IntelligenceRak Bank · United Arab Emirates

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  2. CV RocketCV written for this posting.

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The clock on this job

Early applications get read.

12.7% of postings close within 7 days. Measured by our own scanner across the market. Rak Bank postings stay open a median of 11 days.

Share of postings closed within
  1. 2.2%1 day
  2. 4.5%3 days
  3. 12.7%7 days
  4. 20.4%14 days
  5. 35.6%30 days
  6. 58.7%60 days
This job: posted 43 days ago

Rak Bank median: 11 days open

The posting

Job Description

About the role:

  • As an Assistant Manager Business Intelligence you will be responsible for developing business intelligence, performance insights, dashboards, reporting governance, and data-driven recommendations across Voice and Virtual operations. The role enables leadership visibility on performance, trends, productivity, service quality, operational risks, and business outcomes.

What you will be doing:

  • Design, maintain, and enhance dashboards, reports, scorecards, and analytical views for Voice and Virtual performance management.
  • Analyze service levels, volumes, productivity, customer trends, complaint patterns, digital adoption, campaign performance, and operational efficiency.
  • Partner with Operations, WFM, Quality, Process, IT, and Business teams to define reporting requirements and performance measures.
  • Ensure data accuracy, report consistency, version control, and governance across recurring management packs and operational dashboards.
  • Translate complex data into clear insights, root causes, risks, and actionable recommendations for leadership and operations.
  • Support automation, reporting standardization, KPI tracking, and self-service dashboard adoption.
  • Prepare executive summaries, trend analysis, productivity snapshots, and performance review inputs.
  • Identify data gaps, system reporting limitations, process issues, and improvement opportunities.
  • Develop and maintain enterprise-level KPI frameworks, performance scorecards, and departmental reporting standards.
  • Conduct root cause analysis on operational variances and provide recommendations to improve customer experience, productivity, quality, and service performance.
  • Create predictive and trend-based analysis to support forecasting, capacity planning, workforce optimization, and strategic decision-making.
  • Monitor performance against business objectives and proactively highlight risks, opportunities, and emerging trends.
  • Collaborate with stakeholders to automate manual reporting processes and improve reporting efficiency and data accessibility.
  • Support governance forums, management reviews, and leadership presentations through actionable business insights and performance narratives.
  • Validate and reconcile data from multiple sources to ensure reporting integrity and reliability.
  • Develop Power BI dashboards, automated reporting tools, and visualization solutions to enhance business visibility and decision-making.
  • Support business cases, transformation initiatives, and continuous improvement projects through data analysis and performance measurement.
  • Provide ad-hoc analytical support for customer experience, operational performance, quality management, workforce management, and strategic initiatives.
  • Establish reporting controls, data dictionaries, KPI definitions, and documentation standards to ensure consistency across the organization.
  • Identify opportunities to leverage analytics, AI, and data-driven methodologies to improve operational effectiveness and customer outcomes.
  • Act as the central reporting and analytics subject matter expert for Voice & Virtual Transformation initiatives.

What We’re Looking For

Minimum Qualification:

  1. Bachelor’s degree in business or related field.
  2. Minimum 3-4 years' experience in WFM with strong RTM exposure in contact centre environment
  3. Familiarity with contact centers and front-facing teams
  4. Technical Skills / Tools (Required):
  5. Genesys Cloud / Genesys Engage (required)
  6. WFM platform: NICE IEX, Verint, Aspect, or equivalent
  7. Excel / Power BI for intraday reporting and trend analysis
  8. ACD, IVR, and queue management systems
  9. Language Requirements:
  10. English: Fluent (written and spoken) — required
  11. Arabic: Proficiency is an advantage
  12. Certifications (Preferred):
  13. COPC certification is an advantage
  14. Relevant WFM / contact centre industry certification preferred
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