Assistant Vice President MI and Reporting

Job title: Assistant Vice President MI and Reporting

AVP MI: -

• Lead the Management Information (MI) and Analytics function for the operations portfolio by delivering accurate, timely, and insightful reporting that supports strategic decision-making, operational performance, risk management, and regulatory oversight. Drive data governance, automation, and visualization to enable a data-driven culture across the organization.

Role Context

• Sits within the Account Solution Process / Operations (or relevant COO function), partnering closely with Product, Change, Technology, Risk, Compliance, Finance, and frontline operational teams.
• Owns MI outcomes across the end-to-end process (e.g., account opening/maintenance/servicing, workflow queues, exceptions, controls, and customer outcomes), ensuring consistent definitions and a “single version of the truth”.
• Operates in a regulated environment with high expectations on data quality, conduct, operational resilience, and control reporting.
• Supports strategic priorities such as simplification, digitization, service improvement, capacity optimization, and risk reduction through insight-led decisioning.
• Create and design – Regional Governance packs and ensure clear actions updated summarized post every meeting is documented.

In this role, you will:

Key Responsibilities

• Own the end-to-end MI strategy and reporting framework for the operations portfolio.
• Develop and maintain executive dashboards, scorecards, and KPIs to provide actionable insights to senior management.
• Design, automate, and optimize recurring management reports to improve efficiency and reduce manual effort.
• Analyze operational performance trends, identify risks and opportunities, and provide data-driven recommendations to stakeholders.
• Partner with Operations, Product, Finance, Risk, Technology, and Data teams to define reporting requirements and deliver meaningful insights.
• Ensure the accuracy, completeness, and integrity of operational data through robust governance and quality controls.
• Lead root cause analysis using data to identify drivers of operational incidents, service issues, and process inefficiencies.
• Develop forecasting models, capacity planning reports, productivity metrics, and performance analytics to support business planning.
• Drive continuous improvement and automation of MI processes using visualization and reporting tools.
• Support governance forums, business reviews, audit requests, regulatory reporting, and executive presentations with high-quality analysis.
• Establish standardized definitions, KPI frameworks, and reporting methodologies across markets.
• Mentor and develop analysts while fostering a culture of data literacy and continuous improvement.

AVP MI: -

Governance and Committee Memberships (membership of ExCos, Risk Management Meeting)

• Timely preparation of all relevant presentations with MI for all Account Solution Process governance forums (e.g., Process/Operations governance, Service Management reviews, Performance & Capacity reviews).
• Focus on OKR’s and Customer Sentiment scores to ensure the SOP is clearly designed and completed to focus on Customer Centricity.
• Connecto Journeys and adoption across 39 markets is to be assessed and share the MI to Ops head to increase adoption.
• PAD solution exceptions to be consolidated and update for management visibility
• Provides MI packs and insight for risk and control forums (e.g., Operational Risk, Issues & Actions, Control monitoring reviews) as required.
• Engages with Change/Delivery governance (e.g., project/initiative steering, RAID reviews) to track benefits, outcomes, and operational readiness.
• Works with Data Governance stakeholders to align on data standards, lineage, access controls, and metric definitions.
• (Final committee names and cadence to be confirmed locally.)

AVP MI: -

Principal Accountabilities and Responsibilities (e.g., for Business, Customers and Stakeholders; internal control environment, etc.)

MI strategy, design, and delivery

• Define and maintain the MI framework for the Account Solution Process: KPI/KRI library, metric definitions, thresholds, and reporting cadence (daily/weekly/monthly/QBR).
• Produce high-quality MI packs and dashboards (performance, productivity, quality, risk, customer outcomes), ensuring clarity, narrative, and decision-ready insights.
• Build and maintain automated reporting where possible, reducing manual effort and improving timeliness and control.
• Performance management and insight
• Analyze trends, drivers, and root causes (e.g., volumes, turnaround times, backlog ageing, rework, exceptions, SLA breaches).
• Provide forward-looking insights (capacity, demand forecasting, seasonality) and scenario views to support planning and prioritization.
• Track benefits realization for change initiatives and identify opportunities for simplification and continuous improvement.

Stakeholder management

• Partner with senior operations leaders and process owners to shape priorities, interpret MI, and agree actions.
• Act as a trusted advisor to cross-functional stakeholders (Risk, Compliance, Finance, Technology, Change) by providing consistent, well-governed data and analysis.
• Present insights confidently in governance forums, highlighting key risks, opportunities, and recommended actions.

Data quality, controls, and governance

• Ensure MI is accurate, complete, and reconciled where required; implement controls for data sourcing, transformation, and reporting sign-off.
• Maintain documentation (data dictionaries, metric definitions, lineage, assumptions) and ensure appropriate access management and confidentiality handling.
• Identify and escalate data issues, control gaps, and reporting risks, drive remediation with data owners and technology teams.

Customer and conduct focus

• Ensure MI supports customer outcomes (e.g., service levels, complaints drivers, error rates, rework) and helps prevent avoidable harm.
• Embed conduct and fair outcomes considerations into reporting and insight, ensuring issues are surfaced early and addressed.

To be successful you will:

AVP MI: -

Functional Knowledge

• Strong MI and analytics capability: KPI/KRI design, performance management, trend analysis, root cause analysis, and storytelling with data.
• Advanced reporting skills (e.g., Excel, Power BI/Tableau; SQL desirable; understanding of data models and ETL concepts beneficial).
• Understanding of operations/process management concepts (SLAs, queue management, capacity planning, Lean/continuous improvement).
• Knowledge of risk and control expectations in a regulated financial services environment (operational risk, issues/actions tracking, audit readiness).
• Strong communication and stakeholder management skills, including producing executive-ready packs and presenting to senior forums.
• High attention to detail, strong ownership mindset, and ability to work at pace across multiple priorities

Skills & Experience

• 5-6 years of experience in Management Information, Business Analytics, Data Analytics, or Banking Operations.
• Strong analytical and problem-solving skills with the ability to translate data into business insights.
• Experience designing executive dashboards and performance reporting.
• Advanced knowledge of Microsoft Excel, Power BI, Tableau, SQL, and other visualization or reporting tools.
• Experience working with large datasets and multiple source systems.
• Strong understanding of operational KPIs, service metrics, productivity, quality, and risk indicators.
• Excellent stakeholder management, communication, and presentation skills.
• Experience in data governance, reporting automation, and process improvement.
• Knowledge of Lean Six Sigma or Business Intelligence methodologies is an advantage.

Success Measures

• Timely and accurate delivery of MI and executive reporting.
• Improved data quality and governance across the portfolio.
• Enhanced executive decision-making through actionable insights.
• Standardized KPI framework across products and markets.
• High stakeholder satisfaction with MI reporting and analytics.
• Delivery of analytics that drive measurable operational improvements and productivity gains.

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