Senior Officer, Reporting and Analytics

Role Purpose We are seeking a highly numerate, proactive, and customer-centric Senior Officer to support Customer Service-Related reporting, data analysis, system enhancement, and continuous-improvement initiatives. The successful candidate will ensure the delivery of accurate, timely and meaningful management information, while identifying operational trends, risks, and opportunities to improve service and customer outcomes. This role suits someone with a positive, hands-on can-do attitude who takes ownership, enjoys solving problems and works well with different stakeholders. Key Responsibilities

• Prepare and maintain accurate BAU operational and management reports using Excel, SQL and Power BI or Qlik Sense.
• Develop and enhance dashboards, KPI packs and reporting materials covering service performance, customer enquiries, complaints, backlog, turnaround time, productivity, quality, and other operational indicators.
• Extract, validate, reconcile, and analyse data from multiple sources; investigate data discrepancies, variances, trends, and exceptions.
• Apply strong numerical judgement to ensure reported figures are accurate, reasonable, and supported by appropriate validation and controls.
• Translate data into concise management insights, including key trends, root causes, customer/operational impact, and recommended actions.
• Identify reporting, process and system-improvement opportunities, including automation and reduction of manual work.
• Support system enhancements, UAT, data migration and transformation initiatives; prepare test cases, validate results, document defects and follow through on resolution.
• Prepare meeting materials, record key decisions and actions, and coordinate timely follow-up with relevant stakeholders.
• Work collaboratively with operations, customer-relations, technology, vendors, and other business teams to resolve issues and improve reporting quality and service delivery.
• Handle ad hoc analysis and projects with flexibility, initiative, and a strong sense of ownership. Requirements
• Degree holder preferred, with at least 3–5 years of experience in management information, operations reporting, business analysis, data analytics or service operations.
• Experience in pension, insurance, banking, financial services, or another regulated environment is an advantage, but not essential.
• Advanced Excel skills, including pivot tables, lookup functions, formulas, data reconciliation, data cleansing, trend analysis, and management reporting.
• Practical SQL capability, including data extraction, table joins, aggregation, filtering, reconciliation, and data validation.
• Hands-on experience in Power BI or Qlik Sense for dashboarding and data visualisation is strongly preferred.
• Highly numerate and detail-oriented, with the ability to identify unusual figures, data-quality issues, material variances, and operational risks.
• Strong analytical and problem-solving skills, with the ability to turn data into practical and actionable recommendations.
• Customer-centric mindset, with an understanding of how operational performance and process improvements affect customer experience.
• Positive, proactive, and resilient, with a strong can-do attitude and willingness to take ownership from problem identification through to resolution.
• Strong communication and stakeholder-management skills, including the ability to prepare concise, management-ready commentary and presentation materials.
• Able to manage multiple priorities in a fast-paced environment.
• Proficient in written and spoken English and Chinese, including Cantonese and Putonghua.