Senior Manager – Business Intelligence Strategic Partner

About the role

We are seeking a Senior Manager to act as the strategic Business Intelligence partner for our client portfolio. The role is responsible for driving data‑centric insights, managing client relationships, and ensuring consistent delivery across global sites.

Key responsibilities

• Serve as the single point of contact for clients, overseeing strategic partnership and satisfaction.
• Collaborate with Operations, Training, Recruitment, and CST teams to align on performance metrics and risk mitigation.
• Develop and present data‑driven strategies to improve KPIs such as QA, VOC, CX, AHT, and RCR.
• Lead projects from kickoff to completion, creating detailed plans with timelines and performance targets.
• Represent the BI team in weekly, monthly and quarterly client reviews and site visits.
• Partner with Instructional Design and Training to create ad‑hoc curricula addressing site deficiencies.
• Analyze VOC/CSAT data weekly and drive actionable improvement plans.
• Identify opportunities across the employee life‑cycle and promote best‑practice sharing across lines of business.

Required profile

• Extensive experience in Business Process Outsourcing (BPO) environments.
• Proven ability to manage multiple accounts and cross‑functional teams across geographies.
• Strong stakeholder management and client‑facing communication skills.
• Track record of delivering strategic insights that drive performance improvements.

Required skills

What we offer

• Hybrid work arrangement (remote and onsite).
• Opportunity to influence strategy at a senior level.
• Collaboration with global teams and exposure to diverse industries.