Specialist Manager: Enablement Data & Insights

Introduction

To own and operate the AI-enabled reporting and insights engine for Customer Enablement — translating raw collections and campaign data into actionable intelligence that drives measurable performance improvements. The Snr. Manager: Enablement Data & Insights is the technical and analytical backbone of the Strategy & Client Enablement cluster, responsible for building and maintaining the MI infrastructure, insight products, and governance reporting cadence that enables the Heads and COO to make data-driven decisions. The role is also accountable for managing the intervention register and ensuring insights translate into closed-loop outcomes.

Duties & Responsibilities

The successful candidate will

• Build and maintain the Customer Enablement MI infrastructure — dashboards, data pipelines, and automated reporting outputs.

• Deliver the three named insight products: Client Ranking Scorecards, Vertical Performance Review, and live Intervention Register.

•Integrate Zoey AI data outputs into the insights framework to enable blended workforce performance reporting.

• Shift the function from static, retrospective reporting to AI-enabled, predictive insight delivery.

•Own the data foundation layer — ensuring client reports, dialer & WFM telemetry, revenue tracking, and QA data are clean, current and connected.

•Support the Heads in preparing executive and client-facing performance narratives backed by rigorous data.

•Identify data-driven opportunities for resource rationalisation and operational efficiency improvement.

•Establish early-warning indicators that prevent surprises on monthly rankings and revenue targets.

Key Performance Areas

MI Infrastructure & Data Foundation

• Own and maintain the data foundation layer: client reports, dialer telemetry, WFM data, revenue tracking, QA outputs, and benchmarking feeds.

• Build and sustain automated MI dashboards that provide daily, weekly and monthly performance visibility.

• Ensure data quality, consistency and availability across all insight products.

• Integrate Zoey AI performance data into the broader CE reporting ecosystem.

Insight Products Delivery

• Deliver the Client Ranking Scorecard monthly — per client vertical — as the flagship performance output.

• Produce the Vertical Performance Review for monthly C-Suite governance, authored with the Head.

• Maintain the live Intervention Register — logging dated actions, owners, status and measured outcomes.

• Develop and track early-warning indicators for at-risk rankings, revenue shortfalls and campaign underperformance.

AI-Enabled Analytics & Innovation

• Lead the shift from static reporting to predictive, AI-assisted insight delivery.

• Identify and implement automation opportunities within the reporting and analytics workflow.

• Evaluate and integrate new data sources and analytics tools that improve insight quality and speed.

• Support the Head in building business cases for additional analytics investment.

Stakeholder Support & Communication

• Prepare data packs and analytical narratives for executive and client presentations.

• Respond to ad-hoc data requests from the Head, COO, and MD with speed and accuracy.

• Partner with IT to ensure Zoey AI data pipelines, dialer feeds and WFM integrations are reliable and current.

Decision Making

• Operates within the delegation framework set by the Head: Strategy & Client Enablement.

• Makes independent decisions on data modelling methodology, dashboard design and reporting prioritisation.

• Escalates data quality issues, systems failures, or insight anomalies to the Head immediately.

• Does not independently release client-facing reports without Head sign-off.

Critical Communication

Stakeholder | Purpose | Channel | Frequency

Head: Strategy & Client Enablement — Insight product delivery, data anomalies, intervention tracking | Working sessions & written reports | Weekly / Monthly

COO / MD — Data inputs for executive presentations | Via Head (indirect) | Monthly

IT / Data Engineering — Pipeline maintenance, Zoey AI integration, WFM & dialer data feeds | Technical governance | Fortnightly

QA Team (Quality Oversight Managers) — QA data integration, blended workforce metrics | Coordination | Weekly

Head: Design & Enablement & Head: Enablement Optimisation — Cross-cluster data sharing and campaign analytics | Ad hoc / scheduled | As required

Desired Experience & Qualification

• Bachelor's degree (NQF Level 7) in Data Science, Statistics, Business Intelligence, Mathematics, or related quantitative field. Preferred Qualifications

• Postgraduate qualification or relevant certification in Data Analytics, Business Intelligence, or AI/ML applications. Microsoft Power BI, Tableau, or equivalent BI platform certification advantageous. Exposure to Python, SQL, or R for data manipulation and automation. Required Minimum Work Experience

• 5+ years' experience in data analytics, business intelligence, or management reporting — ideally within a collections, financial services, or contact centre environment.

• 10+ years’ experience in collections environment leading and/or managing at a tactical or strategic-level key collections enablers across the full lifecycle.

• Demonstrated experience building and maintaining MI dashboards and automated reporting pipelines.

• Proven ability to translate complex data into clear, executive-ready performance narratives.

• Experience integrating AI or predictive analytics tools into operational reporting frameworks.

• Familiarity with collections performance metrics — connect rate, RPC, IPM, roll rates, PTPs, and client ranking methodologies.

• Experience working with WFM telemetry, dialer data, and campaign performance analytics.

• Exposure to quality assurance data and its relationship to collections outcomes (advantageous).

Core Competencies Required

Technical Competencies

• Advanced BI and data visualisation (Power BI, Tableau, or equivalent)

• SQL, Python, or R for data extraction, transformation and analysis

• AI-enabled reporting — integration of machine learning outputs into operational dashboards

• Collections analytics: connect rate, RPC, IPM, roll rates, PTP conversion, client rankings

• Campaign performance analysis and bespoke campaign framework reporting

• WFM and dialer telemetry data integration

• Intervention register design and closed-loop outcome tracking

• Root-cause analysis and early-warning indicator development

Behavioural Competencies

• Analytically rigorous with a strong eye for data integrity and accuracy

• Commercially curious — connects data patterns to business and collections outcomes

• Clear, structured communicator — able to make complex data accessible to non-technical audiences

• Self-directed and proactive — does not wait to be asked; surfaces insights before they become problems

• Collaborative — works effectively with the CE Heads, OPS, QA team, Dialer, WFM, and IT stakeholders

• Continuous improver — constantly seeking to automate, refine and elevate the insights product