AI Transformation & Analytics Manager

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 issues
• Translate complex data into actionable strategies that improve efficiency and customer satisfaction
• Automate reporting and insight generation using tools such as Python, R, and cloud-based analytics platforms

AI 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 centre
• Drive 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 operations

Strategic Collaboration & Influence

• Partner with IT, operations, and customer experience teams to integrate AI into business processes
• Present AI-driven insights to stakeholders, influencing strategic direction and continuous improvement
• Champion a data-first culture, promoting the adoption of AI tools and analytics across the organization

To Succeed in this Role

Education & Experience

• Bachelor’s degree in Data Science, Artificial Intelligence, Statistics, or related field
• 5+ years of experience in analytics, AI implementation, or operational transformation—preferably in a contact centre or service environment

Preferred

• Experience in financial services or pension administration
• Familiarity with MPFA regulations and eMPF operations
• Exposure to AI platforms such as Azure ML, AWS SageMaker, or Google Vertex AI

Skills & 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 stakeholders
• Excellent problem-solving, communication, and stakeholder engagement skills