Senior Operational Intelligence Manager International - Nutun RX

The Senior Operational Intelligence Manager leads WFM, QA, BI and L&D as an integrated function to drive operational excellence and strategic business performance.

The role converts operational, customer, workforce, quality, learning and financial data into actionable insights, identifies root causes and prioritises improvement opportunities.

The incumbent leads transformation and optimisation initiatives with Operations, ensuring implementation, measurable benefits and sustained improvements in performance, customer experience, compliance, cost and capability.

The role provides senior leadership, governance and clear decision rights across the support functions, ensuring accountability, consistency and effective collaboration with Operations.

• Matric/Grade 12/National Senior Certificate
• Bachelor's Degree in Business Management, Statistics, Data Analytics, Industrial Psychology, Human Resources, Operations Management, or a related field.
• A postgraduate qualification in a relevant discipline will be advantageous.

• 5–10 years of relevant experience in a BPO, contact centre, shared services, or comparable operational environment.
• Proven senior leadership experience across multiple support functions, including WFM, QA, BI, and L&D.
• Demonstrated track record of delivering measurable operational improvement and transformation.
• Proven experience leading Learning & Development functions, including onboarding, nesting, certification, coaching, refresher training, and time-to-proficiency initiatives.
• Demonstrated experience with AI-driven operational insights, AI-enabled analytics, automated QA, or comparable technology-enabled quality solutions.
• Proven experience in Workforce Management, including forecasting, intraday management, shrinkage analysis, scheduling, break optimisation, scenario planning, and staffing cost analysis.
• Proven experience in Quality Assurance, compliance, root cause analysis, corrective action management, and customer experience improvement.
• Experience integrating operational, customer, financial, WFM, QA, and L&D data to identify root causes and drive business decisions.
• Experience leading large teams and managing senior stakeholders across multiple functions.
• Demonstrated experience delivering measurable benefits through transformation, optimisation, or continuous improvement initiatives.
• Experience in managing change and embedding sustainable improvements across operational environments.

• Develop and implement business intelligence and operational intelligence strategies that support organisational goals and operational performance.
• Analyse WFM, QA, L&D, customer experience, operational, and financial data collectively to identify trends, correlations, risks, root causes, and improvement opportunities.
• Translate integrated insights into clear recommendations, prioritised actions, and measurable improvement plans.
• Design and maintain dashboards, scorecards, reporting frameworks, and management information that enable operational leaders to make timely, evidence-based decisions.
• Ensure data integrity, governance, reporting accuracy, and consistency across all functions.
• Lead predictive analytics, forecasting, scenario modelling, and trend analysis to support strategic and operational decision-making.
• Identify emerging operational risks and opportunities and ensure these are escalated and actioned appropriately.
• Ensure BI outputs move beyond reporting historical performance to explain why performance is occurring, what action is required, who owns the action, and whether the intervention delivered the expected result.
• Partner with Operations to validate insights and ensure recommendations are practical, commercially viable, and aligned to operational priorities.
• Monitor and report on key business performance indicators and the realised benefits of improvement initiatives.
• Own the identification of operational improvement and optimisation opportunities across WFM, QA, BI, L&D, processes, technology, and customer experience.
• Maintain and prioritise a pipeline of improvement initiatives based on business impact, customer impact, risk, cost, compliance, and feasibility.
• Lead cross-functional transformation and optimisation initiatives from opportunity identification through implementation and benefits realisation.
• Partner with Operations to design, test, implement, and embed agreed…