Head of Insights & Client Enablement

SUMMARY:

POSITION INFO:
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