Project Management:• Leads the roll-out and on time completion of local and group initiated Management Information initiatives, tools and learning courses.• Develops extensive project plans.• Works with various teams to accomplish a project.Business Intelligence:• Produces first level as well as high quality analysis on operational efficiency, resource utilization and agent productivity for a broad range of business services.• Ensures the production and delivery of accurate management information by way of various reports, visualizations and dashboards.• Provides support to operations teams in driving performance based on existing tools, processes and practices.• Recommends potential efficiency saves projects to the Process Improvement team.• Develops, implements and continual improvement of Management Information tools and services that capture high level performance information. Analyze the detailed impact on existing processes and the usage of existing tools supporting these processes.• Provides support in the preparation of business cases.

• Oversees the reporting and analytics function of the CitiPhone Asia Pacific Regional Command Center• Assists in the capacity planning, scheduling and forecasting process• Involved in developing, modifying, and executing data analysis and reporting, which affect immediate operations and may also have company-wide effect.• Manage special projects through various communications, data collection and analysis to ensure continued improvement.• Works on assignments unique in nature, requiring analytical and technical ability to resolve.• Coordinates with Asia Pacific countries in terms of MIS development• Supervises and helps in the collection, evaluation and preparation of statistical data for all CitiPhone call centers in the Asia Pacific Region • Ensures accuracy and timely distribution of all internal and external reports.• Designs reports utilizing real-time and historical data from the call management tool for operations use.• Reviews and calibrates regional MIS best practices and policies

• Ensures accuracy and timely distribution of all reports, whether internal or external.• Prepares MIS reports and participates in the analysis and interpretation of data as appropriate. • Develops, maintains, and ensures quality control of databases and may assist in development and implementation of measurement systems.• Maintains appropriate records of research methods and results. • Designs and/or develops specific databases for collection, tracking, and reporting of research data. • Reviews and calibrates MIS Policies & Procedures• Other functions as required in the performance of the company’s daily business requirements