Job Title: Data Analyst – Core Business Department: FSP – Core Business Reports To: Business Administrations Manager Location: Durban Employment Type: Full-time ROLE PURPOSE The Data Analyst is responsible for collecting, analysing, interpreting, visualising, and reporting data that supports key decision-making across Icebolethu Funerals’ business units – including funeral insurance, funeral services, burial services, claims, transport, mortuary, catering, tombstones, sales, and complaints. The role ensures the organisation uses accurate, meaningful, and timely data to improve service delivery, drive operational efficiency, enhance customer satisfaction, reduce risk, and support regulatory compliance (FSCA, TCF, POPIA). KEY RESPONSIBILITIES Data Collection & Management Collect, clean, and validate data from multiple sources (CRM, funeral system, claims system, finance systems, complaints register, sales reports). Maintain data integrity, accuracy, and consistency across systems and reports. Develop and maintain data dictionaries, definitions, and standardised reporting structures. Manage datasets for policy data, claims, branch performance, customer experience, complaints, supplier performance, and service delivery metrics. Ensure data handling complies with POPIA and internal governance standards. Data Analysis & Interpretation Analyse operational and financial performance for all Icebolethu divisions. Identify trends, patterns, anomalies, and root causes in: Claims delays Policy lapses Complaints trends Service delivery failures Regional/branch performance Sales productivity Supplier performance (tents, catering, tombstones, transport) Evaluate KPIs, service levels, turnaround times, and client experience metrics. Perform segmentation, forecasting, scenario modelling, and productivity analysis. Provide insights around cost reduction, revenue growth, operational optimisation, and risk mitigation. Reporting, Dashboards & Visualisation Produce weekly, monthly, and quarterly performance reports. Create interactive dashboards (Power BI/Tableau/Excel) for Executive, Regional Managers, Branch Managers, and operational teams. Develop automated reporting tools to reduce manual work and improve real-time decision-making. Present findings clearly using graphs, summary insights, trend analysis, and recommendations. Maintain reports used for FSCA submissions, Compliance, and EXCO reviews. Business Insights & Decision Support Translate data findings into actionable recommendations. Support strategic initiatives, including: Expansion of branches Product pricing and claims behaviour Operational efficiency improvements Customer experience enhancements TCF compliance tracking Support Complaints, QA, and Compliance teams with Root Cause Analysis (RCA). Assist Claims and Burial Services in identifying bottlenecks and performance gaps. Cross-Functional Collaboration Work with: Operations Claims Finance Complaints Department Mortuary & Transport Sales & Marketing Supplier Management Compliance & Risk Ensure each department has data-driven insights for decision-making and performance improvement. Collaborate with IT for system optimisation and data extraction improvements. Quality, Governance & Compliance Ensure accuracy and reliability of all reports and dashboards. Conduct routine audits of datasets to identify errors and inconsistencies. Maintain confidentiality of client and business data. Uphold standards aligned with FSCA, TCF, POPIA, and internal audit requirements. Implement best practices in data governance and reporting structures. JOB PROFILE (COMPETENCIES & REQUIREMENTS) Qualifications Grade 12 / Matric (required). Bachelor’s degree in Data Science, Statistics, Information Systems, Mathematics, Finance, or related field (preferred). Data analytics certifications in Excel, SQL, Power BI, Tableau, or Python advantageous. Exposure to financial services or insurance regulation beneficial. Experience 2–4 years experience as a Data Analyst, Business Analyst, Reporting Analyst, or similar role. Experience in a funeral business, insurance company, financial institution, or service industry is beneficial. Experience working with large datasets, operational metrics, and multi-branch reporting. Hands‑on experience building dashboards and automated reports. Technical Competencies Advanced proficiency in MS Excel (pivot tables, macros, data modelling). Working knowledge of SQL for data extraction. Experience with Power BI / Tableau for dashboard and visualization development. Understanding of statistical analysis, forecasting, and modelling. Understanding of operational data from: Claims Policy servicing Branch performance Complaints Mortuary & transport Sales and commissions Strong ability to translate raw data into insights and business recommendations. High accuracy, data integrity, and data governance awareness. Behavioural / Soft Competencies Strong analytical and critical-thinking skills. High attention to detail and quality assurance mindset. Problem-solving orientation and curiosity. Ability to work under pressure and meet strict deadlines. Excellent communication skills (written, visual, presentation). Ability to explain technical information to non-technical users. Professionalism, integrity, and confidentiality. Team player who collaborates across departments. KEY PERFORMANCE INDICATORS (KPIs) Accuracy of data and reports (98–100%). Timely delivery of weekly/monthly dashboards and insights. Reduction in data errors and inconsistencies across the business. Quality and impact of recommended actions. Improvement in business performance KPIs influenced by data insights. Automation of manual reports. Data availability and accessibility for Managers & Executives. WORKING RELATIONSHIPS Internal Branch & Regional Managers Sales Team Finance & Accounting Claims Department Transport & Mortuary Teams Catering & Burial Services Supplier Management Complaints Department Compliance & Risk IT & Systems External Software vendors Data/reporting consultants Regulatory bodies (for compliance data submission) #J-18808-Ljbffr