Associate Director Business Management and Analytics

This is an excellent opportunity to be part of a team based out of Gurgaon and to work with colleagues across multiple regions globally.

• Support the Client Services Global Head by coordinating all of the Client Services monthly reporting suite including internal KPIs and external client data provision.
• Being responsible for ensuring that all monthly reporting deadlines are met, and sign off is provided by the BM and the wider CS leadership team
• Leading the team in collecting, maintaining, analysing and refining data for intraday, daily, monthly and adhoc reporting including but not limited to; ExCo, Health Reports, Billing, Case Aging, Self Service Usage, Project Time tracking, Escalations, Risk reporting, customer feedback surveys, Incidents and Outages
• Understanding the data set to be able to effectively drive trend analysis and identify risk and control gaps and opportunities for process streamlining.
• Understanding and fulfilling all adhoc reporting requirements through collaboration with senior CS leads and internal stakeholders. Being able to respond to any data queries and provide narrative and clarity where necessary.
• Streamlining & automating of metric production and build out of consistent metrics aligned by target operating model. Driving process efficiency around the reporting workflows and framework and partnering with OSTTRA business management peer group to ensure consistency.
• Accountable for the feedback loop between Customer Success/Sales and CS and any follow up action tracking required.
• Monthly reconciliation of Travel and Expense costs across Global Client Services function
• Management of T&E annual budget to ensure that cost targets are met (through collaboration with leadership team to manage forward travel planning)
• Headcount and hiring tracking to provide centralised view for Finance budgeting and forecasting and support CS leadership team in capacity discussions.
• Coordination and preparation of townhall material, newsletters, team communications, DL management and adhoc presentations for Client Services leadership.
• Fulfil any additional/ ad hoc duties as required to meet the needs of the business
• Being responsible for managing the performance of the team including leave tracking and management, career development (regular check ins and 121s), coordinating team meetings, handling performance issues, objectives setting, and day to day running of the team

What Were Looking For:

• Minimum 15 years of experience (including minimum of 5 - 7 years people management) working in banking/fintech firm doing a similar Reporting or Business Management role.
• Cost control and budgeting mindset with understanding of risks and impacts.
• Strong leadership skills with proven track record of working independently to meet and drive targets, able to prioritize and multi-task efficiently and effectively
• Very strong communications and interpersonal skills, including the ability to collaborate with cross functional teams and comfortable to face off to senior Global stakeholders
• Analytical and technical mindset with ability to learn quickly and independently and understand complex workflows and functionality.
• Good skills in preparing decks and presentations along with usage of AI for data reporting and construction
• Advanced Excel and Google Sheets capabilities including macros and VLOOKUP.
• Background in understanding data and reporting suites published through tools such as PowerBi, Tableau and Google Looker.
• Experience in building and maintaining strong, positive internal client relationships through proactive, attentive, courteous, and professional work ethics.
• Ability to work in a regulated environment and to demonstrate the understanding of the risks and compliance requirements associated with this.
• Ability to stay highly organized in a high-volume, high-priority, customer facing environment
• High level of accuracy and attention to details
• Some experience of cost management advantageous but not critical
• Knowledge of report production using PowerBi and Tableau advantageous but not critical.