Sr Engineer

This role is responsible for producing KPI tracking reports and extracting key data into a suitable format to enable the UK business unit to manage performance. Your key responsibility will be maintaining a standard reporting and communication methodology with partner stakeholders. The scope of data and interactions covers Customer service and collaboration performance. You will work in partnership with respective BU CS functional owners to ensure the reports are updated according to the daily needs of the business and respond to BU update requests or support as required for historical performance tracking. Your role is essential to ensure visibility to operational and regulatory performance is clear and timely in representation to enable the teams to continuously improve service. This role is a senior position which will be supported by the CS snr associates. Your responsibilities will include conducting regular KPI tracking, completing ad hoc reports on request for senior management or stakeholders, providing and communicating preliminary root cause analysis, monthly reporting, and continuous improvement of the reporting process. In addition to the tasks associated with the reporting associate above, you will also take ownership of project managing reporting and analytics development, creating and modeling scenarios in support of Customer collaboration, designing new scorecards/dashboards in partnership with local CS teams requirements, proactively analyzing systems for improvement opportunities (automation potential) and fault diagnosis (maintain process/RPA), supporting and enabling reporting automation (RPA) and report creation using appropriate digitalization tools (PowerBI or equivalent), and investigating and trialing new CS tools, supporting development opportunities (i.e., support AI, ML, Prescriptive analytics). Qualifications required for this role include advanced knowledge of Power BI & Power Automate, basic knowledge of SQL & Python, an analytical mindset, and good communication skills.,