This role is fully dedicated to the success of the Insurance service organisations, including claims and assistance operations, technical claims, QA, network and supply chain, fraud, and recoveries. In doing so, the role supports key decisions every day to help drive efficiency and effectiveness across all these activities. Furthermore, the role works with other functions across the Insurance organisation, including underwriting, actuarial and finance, helping them with key data and insights on the service organisations' performance, and with data to support the insurer. This may include supporting new business activities and modelling. With a sound understanding of contact centre, claims and assistance operations, supply chain and payments, and the importance of data on servicing to an Insurance organisation this is a hands‑on role, that understands the intricacies and details of the data within this realm, and has the technical expertise to source, manage and present the data for consumption across the Insurance organisation. This role will also be supporting the workforce management and reporting requirements including workforce management planning. Additionally, the development of data, building reports (SSRS, SQL, PowerBI and MS Excel) and developing new data insights and outputs to support the Insurance servicing organisations. Critically, this role supports the operational reporting function, providing day‑to‑day analysis, reporting and insights. Key responsibilities Support the sourcing of all data needed to support the servicing organisations (CISEL, CISL etc). Manage all data appropriately, including granularity, retention, access, measures, dimensions, and uses. Coordinate with the data squad to ensure they provide the data engineering to support the roadmap. Support a culture of continuous improvement, efficiency and effectiveness and work to help minimise areas of technical and operational debt (as relates to operational reporting and decision support). Support ways to deliver automation efficiencies. Design, build, deliver and maintain a suite of reports, dashboards, data extracts etc on a frequent basis (e.g. Daily, Weekly, forecast plan). Work closely with operational owners to understand existing and future workforce capacity, performance, and outcome metrics, including voice, claims, assistance, complaints, and QA data. Build and maintain reporting to track status and inform decisioning and workforce optimisation across all locations and channels, including tracking all pipeline hiring. Enhance reporting to include predictive analytics, focused on KPIs and key ratios to inform and support proactive decisioning. Support the use of advanced tools for dashboards and insights, including PowerBI. Support the roll‑out of new reporting features to customers and communicate updates with stakeholders. Utilise contact centre (voice and workforce) data from AWS Connect and other sources, taking advantage of cloud tools where possible including emerging machine learning and artificial intelligence capabilities. Support budgeting, forecasting, reforecasting, and client reporting needs for the operational reporting domain. Support the expertise for operational reporting for the Insurance organisation, and feed into the decision‑making process. Liaise closely with other stakeholders such as finance and underwriting. Support a highly collaborative, engaging, and inclusive working practice and culture. Coordinate stakeholder relationships, establishing and meeting of stakeholder objectives up to and including Executive Board level. Contribute to regular team meetings to ensure the correct tasks are being worked and share key decisions required, risks identified and highlight any issues encountered. Knowledge, skills and experience required Strong knowledge and skills associated with data on Insurance systems, telephony platforms (esp AWS Connect), Microsoft SQL Server, Microsoft SSRS/SSIS/SSAS, Advanced Excel, PowerBI skills Knowledge of SQL Server to store and manage operational data from various systems across the Insurance organisation. Able to build data structures, but to then build advanced data queries using SQL and other toolsets e.g. python Sound understanding of contact centre processes and the ability to apply this knowledge to produce high quality reports for senior management Knowledge of workforce capacity and performance planning and reporting Analytics expertise for operational service functions Knowledge of Insurance operations, technical claims and network areas, and the processes and data, KPIs and dimensions that support their performance tracking Understanding regarding data management and governance Sound stakeholder engagement skills, willing to develop and delight stakeholders Self‑motivated, able to use initiative to solve problems and improve work process Ability to ensure detail is taken care or, accuracy, reliability is built in, with a quality ethos, ensuring that live data reported has been and continues to be correct Proactive and engaging, able to stay calm and focussed Willingness to invest in own development, seeking out enhanced ways of working, new tools or capabilities, to stay abreast with industry, company and market trends Sound written and verbal communication skills, with ability to regularly engage with and present to internal teams, and external parties as needed Collaborative, partnering approach able to work closely with stakeholders Ability to work effectively with other functions, groups and other management teams including on a global, virtual basis Comfortable working on their own initiative to support the whole team in achieving success. #J-18808-Ljbffr