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 reporting.
• Strong SQL capability, including data extraction, table joins, aggregation, filtering, reconciliation, and data validation.
• Hands-on experience in Power BI or Qlik Sense for dashboard development, visualization, and performance reporting is strongly preferred.
• Strong understanding of reporting governance, data quality management and operational performance measurement.
• Highly analytical and detail-oriented with the ability to identify emerging risks, unusual trends, material variances, and opportunities for improvement.
• Strong problem-solving and critical-thinking skills, with the ability to translate data into practical recommendations and business actions.
• Customer-centric mindset, with a strong understanding of how operational performance, service quality, and process improvements impact customer experience.
• Proven leadership capability with experience in stakeholder management, influencing decisions, managing competing priorities and leading teams through change.
• Excellent communication and presentation skills, including the ability to prepare concise, management-ready insights and recommendations for senior stakeholders.
• Proactive, resilient and results-oriented, with a strong sense of ownership and commitment to continuous improvement.
• Proficient in written and spoken English and Chinese, including Cantonese and Putonghua.