Planning & Managing Information Services (MIS) Section Head - Customer Care

Job Level

Section Head

Reporting To

Senior Director – Customer Care

Requirements

Job Purpose

To oversee the planning, implementation, and management of Information Services (MIS) within the Customer Care function, ensuring data-driven decision-making that enhances customer experience, optimizes Human Resources Outsourcing (HRO) performance, and ensures efficient budget utilization.

Key Responsibilities

1. Planning & Budget Management

• Prepare, monitor, and control the Customer Care budget to ensure efficient and effective utilization.
• Analyze budget performance and present clear, data-driven financial reports to the Senior Director – Customer Care.
• Conduct cost-benefit analyses for proposed Customer Care initiatives and prioritize projects that maximize customer satisfaction within budget constraints.
• Establish performance objectives for the MIS team...