Manager, Reporting & Analytics

Manager, Reporting & Analytics Role Purpose We are seeking a highly analytical, proactive, and customer-centric Manager to lead Customer Service-related reporting, data analysis, system enhancement, and continuous improvement initiatives. The successful candidate will oversee the delivery of accurate, timely, and meaningful management information, while identifying operational trends, risks, and opportunities to improve service performance and customer outcomes. This role requires a strong leader with a positive, hands-on can-do attitude who takes ownership, drives change, develops team capabilities, and collaborates effectively with stakeholders across the organization. Key Responsibilities Lead the preparation and governance of BAU operational and management reports using Excel, SQL, and Power BI or Qlik Sense. Oversee the development and enhancement of dashboards, KPI packs, and reporting materials covering service performance, customer enquiries, complaints, backlog, turnaround time, productivity, quality, and other operational indicators. Drive data validation, reconciliation, and analytical reviews across multiple data sources; investigate significant variances, trends, exceptions, and data-quality issues. Establish reporting controls and governance processes to ensure reported figures are accurate, reliable, and supported by appropriate validation mechanisms. Translate complex data into meaningful management insights, highlighting key trends, root causes, customer impacts, operational risks, and recommended actions. Lead reporting automation, process optimization, and continuous improvement initiatives to enhance efficiency, reporting quality, and decision-making capabilities. Manage and support system enhancements, UAT, data migration, and transformation initiatives; oversee requirement gathering, test execution, defect management, and implementation activities. Prepare and present management reports, business reviews, and performance updates to senior management and key stakeholders. Partner closely with operations, customer relations, technology teams and other business functions to resolve issues, improve reporting standards, and support business objectives. Lead ad hoc analysis, strategic initiatives, and special projects, ensuring timely delivery and measurable business outcomes. Coach and develop team members, foster a high-performance culture, and ensure effective resource allocation and prioritization of deliverables. Requirements Degree holder preferred, with at least 10 years of experience in management information, operations reporting, business analysis, data analytics, operational excellence, or service operations. Experience in pension, insurance, banking, financial services, or another regulated environment is highly preferred. Advanced Excel skills, including pivot tables, lookup functions, formulas, data reconciliation, data cleansing, trend analysis, forecasting, and management…