Head of Insights & Client Enablement

Key Responsibilities

Performance Insights & Reporting

• Lead the development of AI-enabled and predictive reporting capabilities.
• Own and manage client ranking scorecards across multiple client portfolios.
• Deliver executive-level insights and performance reporting to senior leadership and clients.
• Develop intervention frameworks that identify risks and performance opportunities early.
• Maintain governance dashboards, reporting packs, and performance review frameworks.

Quality Assurance & Workforce Optimisation

• Oversee quality assurance standards across customer operations.
• Drive the adoption of AI-enabled quality monitoring and voice analytics tools.
• Lead a blended workforce model combining human expertise and automation.
• Ensure quality initiatives contribute to both compliance and commercial outcomes.

Client Strategy & Enablement

• Partner with clients to translate insights into strategic action plans.
• Drive continuous improvement initiatives that enhance client performance and rankings.
• Develop customised performance frameworks aligned to client objectives and KPIs.
• Act as a trusted advisor to both internal and external stakeholders.

Governance & Stakeholder Management

• Lead monthly performance reviews, scorecard sign-offs, and strategic operational reviews.
• Present performance insights and recommendations to Executive Leadership and client stakeholders.
• Establish governance frameworks, intervention registers, and performance monitoring processes.
• Collaborate with cross-functional teams to ensure alignment across strategy, operations, and enablement functions.

Leadership

• Lead, mentor, and develop high-performing analytics and quality assurance teams.
• Foster a culture of accountability, innovation, continuous improvement, and data-driven decision-making.
• Drive resource optimisation and operational efficiency across the function.

Minimum Requirements

Qualifications

• Bachelor's Degree (NQF Level 7) in:
  • Business Administration
  • Data Analytics
  • Statistics
  • Strategy
  • Or a related field

Preferred

• Postgraduate Qualification (NQF Level 8+) in:
  
  • Business Intelligence
  • Data Science
  • Strategy
  • Operations Management
• Certifications in:
  
  • Power BI
  • Tableau
  • AI-enabled Analytics Platforms
  • Quality Management Frameworks

Experience Required

• 8+ years' experience in:
  
  • Collections Strategy
  • Business Intelligence
  • Operational Analytics
  • Performance Management
• Minimum 3 years in a Senior Management or Head of Department role.
• Proven experience:
  
  • Presenting performance insights to Executive Leadership and clients.
  • Leading Quality Assurance functions within collections, BPO, or financial services environments.
  • Implementing AI or automation technologies to improve operational efficiency.
  • Driving workforce optimisation initiatives.
  • Managing campaign performance analytics and client scorecard methodologies.
  • Designing governance frameworks, reporting structures, and performance review processes.

Technical Skills

• AI-enabled Reporting & Analytics
• Power BI, Tableau, or similar BI tools
• Quality Assurance Framework Design
• Collections Strategy & Campaign Analytics
• Client Performance Scorecards
• Data Storytelling & Executive Reporting
• Root Cause Analysis & Performance Improvement
• Workforce Optimisation
• Governance & Performance Management

Key Competencies

We are looking for a leader who is:

• Strategic and commercially minded
• Highly analytical and data-driven
• Influential and credible at Executive level
• A confident presenter and communicator
• Results-oriented with a strong bias for action
• Adaptable and innovative
• Resilient and collaborative
• Able to challenge constructively and drive accountability
• Passionate about continuous improvement and operational excellence