The Business Intelligence Analyst oversees the development, implementation, and management of our internal reporting systems and processes.

Responsibilities of role

• Define the purpose and goals of different reports to ensure they meet the organization’s needs;
• Analyze collection performance metrics (e.g. amount collected, loyalty rates, telephony performance) to identify trends, patterns and insights related to customer behaviour, payment schedules and delinquency rates;
• Use statistical models to predict payment likelihood, default risks, and best times to contact debtors;
• Collaborate with teams to refine collection strategies based on data insights, such as tailoring payment plans;
• Ensure that data-driven strategies align with regulatory requirements and company policies;
• Create dashboards and reports using BI tools to provide real-time insights into key performance indicators such as loyalty rate and agent productivity;
• Ensure that relevant information is accessible and clear, fostering a culture of openness and transparency;
• Provide insights on customer repayment behaviour and debt aging;
• Present information clearly and succinctly complying to Intrum’s standards to facilitate understanding and action;
• Provide managers with pertinent data to make evidence-based decisions that align with organizational objectives;
• Identify bottlenecks in collection workflows and recommend improvements;
• Use relevant data provided by the workforce specialist to build, fill and make available all relevant operational and quality reportings needed by management;
• Work closely with the workforce specialist to analyse operational performance and share conclusions with management explaining operational results and trends;
• Update each country’s scorecard with operational, quality and HR data including  pertinent information such as financial metrics, operational statistics, and other critical data points on a monthly basis;
• Provide updated reports (CSAT reporting, collection amounts, productivity levels) on a consistent schedule to keep stakeholders informed of current performance;
• Offer analysis and recommendations that can directly influence strategic and operational decisions;
• Optimize automation in debt collection processes where possible to be more cost efficient and bring more ad-on benefits to the countries Intrum Mauritius Ltd is servicing;
• Work closely with internal departments (mainly operations) to coordinate reporting activities and address any issues that arise;