Manager (Data Insights) - Service Quality

at  NYP Nanyang Polytechnic

[What the role is]
This successful candidate will play a critical role in developing deep understanding of customer behaviours and requirements based on distinct patterns derived through the analysis of customer data and service information. You should be armed with the requisite work experience and skillsets. This role requires a strong understanding of business requirements, with strong talents in visualisation and storytelling.
You will analyse data and collaborate with stakeholders on transformation initiatives and business process review.

[What you will be working on]

• Lead complex data analytics projects and conduct advanced analytics on data using more complex statistical analysis approaches.
• Recommend, develop and implement appropriate analytics approaches for each project to effectively extract insights to support service delivery and business process review.
• Provide guidance to staff and advise on data analytics approaches, using insights to support service planning, service design and business processes.
• Report and explain key analytics findings, derived insights, and potential implications on service delivery and business processes.
• Oversee management of systems and databases for storing data, information and insights in collaboration within NYP or other agencies.
• Identify ways to improve current data usage, data quality and data management.
• Seek end-user feedback coupled with data insights to drive business excellence initiatives by identifying gaps and areas for improvements in operations processes, for service excellence, and designing solutions to address these gaps.
• Contribute to department-level and NYP-wide initiatives and projects.
• Undertake other responsibilities as assigned such as support of frontline operations to achieve the departmental and organisational objectives.

[What we are looking for]

• Proven experience and a track record of successful data analytics and data visualisation projects that have led to better decision-making to optimise the service experience.
• Excellent leadership and team management skills, with the ability to motivate and develop junior staff, and with a minimum of 3 years in a managerial capacity.
• Analytical mindset with the ability to interpret data and draw meaningful conclusions.
• Distil critical issues and sense-make from a wide range of information, to connect issues with larger system and identify inter-dependencies across issues/ domains/ agencies, that lead to effective solutions.
• Proficient in advanced techniques and software for data analytics and data visualisation (e.g. Power BI) to analyse customer feedback data and deriving actionable insights to drive business improvements.
• Excellent communication and interpersonal skills.
• Ability to adapt and to function effectively and multi-task in a fast-pace, dynamic environment.
• IT savvy with a good working knowledge of Microsoft Office (especially MS Excel), web-based applications and CRM systems.

Please refer the Job description for details