Key Responsibilities:
Reporting & Dashboard Management
- Review existing manual reporting and monitoring processes and identify opportunities to simplify, streamline, and automate.
- Develop and maintain daily, weekly, and monthly operational reports and dashboards covering productivity, backlog, SLA performance, aging, and workload management.
- Automate manual reports using Excel, Power Query, Macros/VBA and/or Power BI to improve reporting efficiency and reduce manual effort.
- Consolidate data from multiple sources and improve data accuracy, consistency, and reliability.
- Provide data driven insights to help R2P operations understand performance and potential issues.
Operational Analytics
- Analyze performance trends and operational metrics.
- Identify drivers impacting productivity, backlog, and SLA performance.
- Highlight risks, opportunities, and performance gaps.
- Provide recommendations based on data analysis.
Stakeholder Support
- Support Leadership with reporting requirements.
- Prepare executive summaries and report packs for governance meetings.
- Support ad hoc analysis and business improvement initiatives.
Key Competencies
- Automation & Process Improvement – ability to identify manual work and develop practical ways to automate and simplify it.
- Data & Analytical Acumen – ability to analyze data, identify trends and exceptions, and understand what the numbers mean.
- Advanced Reporting Skills – strong Excel skills with hands on experience in Power Query and/or Macros/VBA, Power BI is an advantage.
- Problem Solving – able to challenge inefficient processes and develop better reporting solutions.
- Business & Operational Understanding – understands operational metrics and how reporting supports performance.
- Continuous Improvement Mindset – proactive, curious, and focused on improving existing ways of working.