Contact Strategy Analyst

4 months ago

Kuala Lumpur, Malaysia Maxis Full time

Are you ready to get ahead in your career?
- We want to empower you to turn your ambitions into achievements.
- We thrive in inclusiveness, diversity and embrace close collaborations for you to create impact for yourself and others.
- Together, we aim to bring the best of technology to help people, businesses and the nation to be ahead in a changing world.
- To realise our vision to become Malaysia’s leading converged solutions company, we are looking for a new talent to innovate and grow with us in a culture that values commitment, performance and possibilities.

Why does this job exist and why is it critical?

The broad purpose of the role is to understand the flow of data or the target contact strategy approach while modelling customer behaviour with specific contact types and how contact content is assigned. This role also enables the contact strategy approach which gives Collections the ability to influence how customers are contacted and to measure performance of each approach. This includes assigning behavioural scores, champion challenger categories, the types of communication, and the content of that communication. The key KPI for the role is to drive earlier and higher Collections.

What are you accountable for?
- Identifying data sources, collecting and organising data into usable formats, sourcing for missing data while striving to analyse data to find answers to specific questions.
- Assessing quality of data and removing or cleaning of data.
- Generating information and insights from data sets and identifying trends and patterns while creating visualisations of data.
- Responsible for reporting and analysis on Collections performance and analysing behavioural scores (correlate with Contact Strategy model and Predicted Pay Day Model).
- Develop insights derived from large datasets across multiple, disparate data sources using various analytic methods to help recommend and design strategies to improve collections and contact rates.
- Responsible for designing new contact strategies for the 6-15 different combinations of risk and product categories, involving 3-5 customer segments across 2-3 product portfolios.
- Propose ad-hoc campaigns and challenger strategies against opportunities and risks to improve contact/conversion rates.
- Assist in the development, implementation, and monitoring of contact strategies, and work with planning teams to optimise staffing aligned to contact strategy recommendations.
- Assist in the formulation of strategy for contact treatments for the customer base, including intensity and treatment method.
- Effectively use collection/contact rate/expected payout models to drive the best contact strategies to ensure best in class recovery rate for the portfolio.

What do you need to have for this role?
- Bachelors Degree, specialized in: Business, IT, data science or similar discipline
- 1 to 3 years of strong and solid background in data science and finance- Understanding of databases such as SQL Server.- Ability to uncover insights, formulate and test ideas, and partner with stakeholders across multiple departments to understand and accelerate business.- An understanding of statistical methods & enhanced analytical abilities with strong mathematical and numeracy skills.- Understanding of reporting & data visualisation tools such as Business Objects, PowerBI and Tableau.- Looks beyond the present situation to conceptualise key trends and identify changing market demands.- The ability to identify, assess and manage risks across the organisation while striving to attain objectives.

What’s next?

Maxis values diverse voices & people. We hire and reward our employees based on capability & performance — regardless of ethnicity, gender, age, education, religion, nationality or physical ability.

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