YOUR IMPACT
We’re looking for an Operations MI (Management Information) Analyst who will be responsible for delivering high-quality data analysis and reporting to support the effective management of our operations function, including call centre operations. This role plays a crucial part in driving performance improvements, identifying trends, and providing actionable insights to management teams.
What you’ll do
* Collect, analyse, and interpret operational data from multiple areas, including servicing teams, payments operations, complaints, financial crime, back‑office processing, and call centre/performance data.
* Produce accurate, timely MI reports and dashboards that support operational, regulatory, and strategic decision‑making across the call centre.
* Develop, enhance, and maintain reporting tools (e.g. Power BI dashboards, automated Excel/SQL reporting) ensuring data integrity and alignment with business priorities.
* Monitor key operational KPIs such as productivity, volumes, quality metrics, SLA performance, turnaround times, customer outcomes, and error rates—including call centre KPIs such as call volumes, AHT, ASA, service levels, and agent productivity.
* Provide reporting packs and ad‑hoc deep‑dives, highlighting trends, risks, variances, and opportunities for performance improvement.
* Support operational forecasting, capacity planning, and scenario modelling using historical and real‑time data.
* Partner closely with operational leaders, transformation teams, risk & compliance, and technology to improve data flows, reporting processes, and insight generation.
* Contribute to regulatory, audit, risk and governance reporting, ensuring alignment with FCA expectations and internal operational risk frameworks.
* Present insights clearly to technical and non‑technical stakeholders at all levels.
* Ensure all MI processes and outputs adhere to governance, data quality, security, and confidentiality standards.
REQUIREMENTS
* Proven experience in a similar MI analyst, data analyst, or reporting role within a retail banking, financial services operational or call centre customer service environment.
* Strong proficiency in data analysis tools and software, such as Microsoft Excel, SQL, Power BI, Tableau or equivalent reporting platforms.
* Demonstrable ability to manipulate, interpret, and present large data sets accurately and efficiently.
* Excellent attention to detail, organisational, and time‑management skills.
* Effective communication skills, with the ability to convey complex data insights to non‑technical stakeholders.
* Solid understanding of call centre KPIs, operations, and performance metrics.
* Experience with forecasting, capacity planning or workforce management and resource planning tools is advantageous.
* Ability to work independently and as part of a collaborative team.
* High level of integrity and commitment to maintaining data confidentiality.
* Analytical mindset with a proactive approach to problem‑solving.
Basic Qualifications
* Proficient in Microsoft Excel, SQL, Power BI, or equivalent reporting platforms.
* Familiarity with contact centre metrics such as AHT, ASA and shrinkage.
Preferred Qualifications
Familiarity with regulatory compliance requirements (e.g., GDPR) within a call centre context.
Goldman Sachs is an equal opportunity employer and does not discriminate on the basis of race, colour, religion, sex, national origin, age, veterans status, disability, or any other characteristic protected by applicable law.
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