We are seeking a visionary AI Transformation & Analytics Manager to lead the modernization of our contact centre operations through artificial intelligence, predictive analytics, and strategic innovation. This role is central to enhancing agent productivity, improving customer response times, and embedding AI capabilities across the eMPF service environment.
Your Role
AI-Driven Performance Monitoring & Reporting
- Design and implement AI-powered dashboards to monitor KPIs, service levels, and operational trends
- Leverage machine learning models to forecast call volumes, detect anomalies, and recommend staffing adjustments
- Deliver real-time insights to leadership to support proactive, data-informed decision-making
Advanced Analytics & Predictive Insights
Apply statistical and AI models to uncover behavioral patterns, predict service demand, and identify root causes of operational issuesTranslate complex data into actionable strategies that improve efficiency and customer satisfactionAutomate reporting and insight generation using tools such as Python, R, and cloud-based analytics platformsAI Transformation & Innovation Delivery
Lead the rollout of AI initiatives and transformation tools to enhance agent and TQA productivity, reduce caller response time, and improve operational efficiency within the eMPF contact centreDrive implementation of key AI solutions, including : Complaint Detection and Avoidance using AI
AI-powered Complaint Investigation across multi-channel platforms
AI Agent Assist tools that generate model answers based on live conversation context
Collaborate with cross-functional teams to embed AI capabilities into service workflows and daily operationsStrategic Collaboration & Influence
Partner with IT, operations, and customer experience teams to integrate AI into business processesPresent AI-driven insights to stakeholders, influencing strategic direction and continuous improvementChampion a data-first culture, promoting the adoption of AI tools and analytics across the organizationTo Succeed in this Role
Education & Experience
Bachelor’s degree in Data Science, Artificial Intelligence, Statistics, or related field5+ years of experience in analytics, AI implementation, or operational transformation—preferably in a contact centre or service environmentPreferred
Experience in financial services or pension administrationFamiliarity with MPFA regulations and eMPF operationsExposure to AI platforms such as Azure ML, AWS SageMaker, or Google Vertex AISkills & Attributes
Proficiency in AI / ML tools, data visualization platforms (Power BI, Tableau), and programming languages (Python, SQL)Strong ability to interpret AI model outputs and communicate insights to non-technical stakeholdersExcellent problem-solving, communication, and stakeholder engagement skills