POSITION: BUSINESS INTELLIGENCE MANAGER
Are you seeking a professional and dynamic work environment that values collaboration and encourages individual growth?
Join our team of talented and passionate individuals who embody a youthful spirit and a commitment to excellence. Apply now and unlock your potential with us!
WHO WE ARE:
In 2021, Innovature BPO was proudly recognized the “HR Asia Award, one of the best places to work for in Asia”. In 2024, Innovature BPO was again proudly recognized as a Great Place to Work, reflecting our commitment to creating a positive and supportive work environment. We have officially earned this certification, with an impressive 92% of our employees agreeing that Innovature BPO is a great place to work, compared to the 59% average at typical companies. This remarkable statistic underscores the unique and positive culture we’ve cultivated. We’re committed to continuously improving our workplace, empowering our employees, and building an even brighter future together.
Innovature BPO is a Vietnamese company with more than 10 years of experience in providing outsourcing solutions to clients worldwide. Our services support from call center, 24/7 bi- lingual customer care services, digital marketing to bookkeeping and data analytics services. We offer full time remote resources who are able to deliver the standard that meet global manpower requirement and utilize our business analytics, SLA and other performance metrics to help our clients boost productivity. Our mission is to enable clients to become high- performance businesses and create long- term partnership. Our vision is to connect Vietnamese talents to global labor market demands.
OVERVIEW:
We are looking for a Business Intelligence Manager to lead our analytics practice. This role is unique as it bridges the gap between internal capability building and client service delivery. You will not only oversee internal data strategies and reporting but also act as a primary consultant for our clients—helping scope their analytics needs, overseeing the performance of deployed analytics staff, and developing Proof- of- Concept (POC) solutions to demonstrate our technical expertise.
WHAT YOU WILL BE DOING:
Key Responsibilities:
Delivery Governance: Monitor overall performance standards of analytics staff deployed to client accounts. Step in during escalations, transitions, or quality concerns to stabilize delivery and ensure service continuity.
Client Delivery & Staff Oversight
Performance Management: Collaborate with clients to ensure corrective actions and performance improvement plans are implemented when needed. Support knowledge transfer during replacements to maintain service continuity.
Onboarding & Documentation: Ensure training materials, onboarding guides, and process documentation are accurate and up to date for new staff joining client projects. Oversee the onboarding process to ensure new hires align with client data environments.
Client Scoping & Strategic Partnership:
Requirement Translation: Act as the main contact for client stakeholders regarding staffing and performance. Translate vague client requests into clear, actionable scopes detailing responsibilities, skills, and tools.
Hiring Support: Collaborate with Talent Acquisition (TA) to define job descriptions, review candidate profiles, and participate in client interviews to ensure technical fit.
Client Advisory: Participate in periodic client meetings to provide insight into delivery performance and suggest staffing or process optimizations.
Analytics Capability Development & Innovation:
POC Development: Develop Proof- of- Concept (POC) analytics solutions or dashboards to demonstrate our technical expertise to prospective clients.
BPO Metrics: Oversee the accurate tracking of standard internal KPIs, including Utilization, Billable Hours, AHT, and SLA adherence.
Tech Roadmap: Collaborate with BI developers to pilot new tools or automation concepts that improve speed, accuracy, or visualization. Identify emerging trends to strengthen our practice.
Data Governance: Establish data quality checks to ensure that the numbers reported to clients match internal billing and performance data.
Internal Innovation: Lead initiatives to enhance internal analytics capabilities, such as creating reusable dashboard templates, metrics libraries, or workflow automations.
Operational Reporting (Internal)
WHAT WE ARE LOOKING FOR:
Qualifications:
Education: Bachelor’s degree in Data Analytics, Business, Information Systems, or a related field.
Experience:
5+ years in analytics, BI, or delivery management, specifically within a BPO or professional- services environment.
Experience translating analytics requirements into role scopes and supporting recruitment or onboarding.
Proven ability to manage client- facing communication and staff performance.
Technical Skills:
Working knowledge of Power BI, Tableau, Excel, and SQL concepts.
Understanding of analytics workflows, ETL development, dashboards, and KPI measurement frameworks.
Soft Skills:
Strong communication and problem- solving ability; able to engage confidently with both technical and business stakeholders.
Skilled at balancing multiple client or delivery priorities.
Organized, proactive, and attentive to documentation quality.
WHAT WE OFFER: We treat people fairly and with dignity, keeping a healthy perspective about life and work and fostering a positive and enjoyable work environment with appealing benefits as below:
PTI insurance package, and annual health check
Annual leave and 02 sick leave days per year
Other allowance from referrals and special occasions (weddings, seniority, and new- born baby)
WORKING HOURS: 9AM – 6PM (Mon- Fri), must be willing to attend late- night meetings (e.g., 9:00 PM – 2AM VN time) if necessary.
Diverse activities to foster relationships, including company trips, year- end party, employees‘ birthdays
A variety of training courses for your career development
Attractive employee awards: Employee of Year, Semi- Annual outstanding employee
13th month Tet bonus & bi- annual performance bonus
An open- space office, a cafeteria, and a range of modern equipment
A competitive monthly salary based on your ability
An English- speaking environment
Annual salary review
WORK LOCATION: Hybrid at The District Building, 159C De Tham, Cau Ong Lanh Ward, HCMC
An open culture that spurs creativity, innovation, and inclusivity
Social insurance and healthcare insurance upon Vietnam Labor Code
