We are seeking a strategic and technically adept Senior Analytics Manager to lead multiple critical initiatives: the modernization of the Infosys reporting ecosystem, the analytics enablement of the Service Reimagined & Friction Reduction programs. This role will own all data and analytics for the Strategy, Partnership and Operations Analytics Organization and be their key Workplace Analytics partner. Additionally, you will oversee the transformation of business intelligence tools, data governance, and reporting infrastructure while also driving AI-powered service enhancements across the Participant Contact Center. You will need to have strong stakeholder relationship skills to work across SPO, Infosys, IT, 3rd party vendors, and the Workplace Solutions Client & Consultant facing organizations. Overview: Responsible for leading enterprise-wide reporting modernization initiatives, transitioning legacy systems to modern BI platforms, and driving analytics strategy across multiple transformation programs. Reporting Modernization (Infosys Partnership) Led the transformation of the BI portfolio from Cognos to Tableau, Power BI, and AWS-based solutions. Defined and executed a comprehensive roadmap for reporting and dashboard modernization. Collaborated with business units to prioritize use cases and align modernization efforts with strategic goals. Standardized data definitions and implemented quality controls to eliminate duplication and inconsistencies. Partnered with WPS-IT and Infosys to align on data modernization strategy and execution. Managed a matrixed team of onshore and offshore BI engineers and analysts. Oversaw SLA compliance, service delivery, and resource negotiations. Triaged and fulfilled ad hoc reporting requests across business functions. Championed upskilling initiatives in Python, SQL, Tableau, Power BI, and AWS for analytics teams. Service Reimagined Program: Directed analytics strategy and execution for key service transformation initiatives: Call Deflection & Chatbots Agent Assist & Call Summarization Quality Assurance & Sentiment Analysis Operational Efficiency & AutomationFriction Reduction Program: Partnered with lead analysts and behavioral scientists to: Analyze repeat caller/contact patterns and root causes. Develop a behavior-based decision engine for proactive issue resolution. Design and deliver executive dashboards and performance insights. Collaborated with cross-functional teams (EDO, CAI, Capgemini, and business stakeholders) to align on OKRs and roadmap execution. Contributed to the development of a unified data ecosystem and real-time analytics infrastructure. Drove continuous improvement through feedback loops, performance metrics, and self-optimizing workflows.

QUALIFICATIONS:

• Minimum of eight years of related work experience.
• Technical Skills – AI Ecosystem, Python SQL, Tableau Preferred
• Undergraduate degree or equivalent combination of training and experience. Graduate degree preferred.

• Hires, evaluates, and supervises crew. Provides guidance and training as necessary to develop crew. Sets performance standards, reviews performance, and makes informed compensation decisions in accordance with all applicable Human Resources policies and procedures.
• Provides leadership and approvals for the adoption and or implementation of data analytics tools. Acts as a point of escalation for time sensitive and highly complex requests. Develops an enterprise-wide view of analytics capabilities; identifies gaps and proposes solutions.
• Leads team in consulting with business partners to help establish efficient analytics and business intelligence tools, frameworks, and capabilities. Educates business leaders about self-service tools and provides support for teams as they stand up internal functions.
• Builds, partners, and consults with senior management to deliver analytical insights on Vanguard’s strategy and client base. Ensures crew on team are partnering effectively as consultants for business functions to deliver actionable insights and solutions. Balances data management strategy, governance, and quality to ensure consistency across teams.
• Participates in the development of the department budget, including the identification of technology investments and budget allocation to support these tools. Reviews expense and ensure unit operates within budgetary guidelines.
• Keeps abreast of industry, market, and company trends. Ensures that Vanguard’s use of analytics tools is scalable and sustainable. Serves as a leader of Vanguard’s analytics community and contributes expertise. Represents Vanguard in external industry events and proactively forms external relationships to bring in new ideas, technology, and talents.
• Participates in special projects and performs other duties as assigned.