Customer Operations Reporting Manager
Core
Develop and present performance analysis, data-driven insights, and regulatory reports for the Customer Operations department to support strategic initiatives and operational improvements.
Role type
Manager of Reporting (Customer Operations)
Builds
Performance dashboards, regulatory submissions, workforce forecasting models, and governance frameworks for customer service operations.
Domain
Financial Services / Motor Finance / Customer Operations
Deliverable
dashboards & analysis
Required skills
Data analysis, data governance, regulatory reporting, workforce management (WFM) forecasting, process improvement, data visualization, stakeholder management, automation implementation.
Preferred skills
Motor finance industry experience, FCA/PRA regulatory knowledge, experience with Genesys, Salesforce, Respond, Business Objects.
Responsibilities
Ensure data integrity and accuracy of reports; analyze data to identify trends and issues; develop and present clear reports to stakeholders; oversee Workforce Management (WFM) reporting and build forecasting models; prepare and submit external regulatory reports; create and implement governance frameworks for reporting; automate data extraction and report generation.
Seniority
Manager, hands-on leadership
