Analyst, Customer Service and Contact Centre Data Analytics

2 weeks ago

Singapur, Singapore AIA Singapore Full time

About The Role

To provide insightful data analytics & insights to help Customer Service HOD and other team members make sound, appropriate & timely business decisions.

Responsibilities
  • Data collection and analysis: Analysing data from various sources to identify trends, patterns and insights that can help make informed decisions.
  • Identify & analyse data points to provide meaningful insights and findings that would improve business decision on product refinement, improvement of benefits & features, allow better projection to drive business performance
  • Work with key business owners & stakeholders to identify any business opportunities or issues that require insights and the data requirement that would help in their daily work decisions
  • Validate the data points in the data warehouse in ensuring data integrity. Perform data cleansing and pre-processing to facilitate meaningful analysis
  • Create and maintain reports & dashboards
  • Investigate and troubleshoot, where necessary the issues arising from dashboard operations. Automate and streamline the extraction of management reporting
Requirements
  • Bachelor’s Degree in quantitative discipline such as Statistics, Data Analytics, Business Analytics, Computer Science or other relevant fields
  • Relevant work experience in data analysis or a related field, preferably in a Contact Centre environment
  • Strong analytical skills including the ability to collect, organize, analyse, and interpret large datasets
  • Ability to communicate complex data insights in a clear and concise manner to non-technical stakeholders
  • Ability to identify problems and recommend solutions using data-driven insights
  • Good understanding of life insurance market
  • Proficient in reporting tools MS Excel and PPT
  • Knowledge of data visualization tools such as Tableau or Power BI
  • Proficiency in SQL.
  • Proficiency in Python is a plus.
About AIA

For over a century, AIA has served the ever-changing needs of our customers across Asia-Pacific. Our Purpose to help millions of people live Healthier, Longer, Better Lives is at the heart of everything we do.

As pioneering innovators, we’re now transforming AIA to be faster, simpler and more connected to create better solutions and impactful experiences for our customers and communities. AIA encourages and enables our people to act with clarity, courage and humanity in service of our Purpose.

Join Us

At AIA, we believe in empowering every one of our people to find their \'better\' - in the work they do, the career they build, the life they live and the difference they make. Whether it’s investing better wellbeing, inspiring better learning, building better relationships, or making a better impact on customers, a career at AIA will challenge you to find new ways to pursue your ‘better’.

AIA is committed to building a vibrant, diverse, and inclusive workforce for all employees to thrive in. Join us if you believe in creating a better tomorrow

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