Business Performance & Reporting Officer (Outsource)

About the Role:
The Business Performance & Reporting Officer will lead business performance and management reporting across Customer Segments and the company@Work, while supporting Liabilities and Takaful priorities. This role provides clear performance visibility, coordinated reporting, portfolio monitoring, and decision support to the Head of Customer Segmentation and relevant Retail Banking stakeholders. Furthermore, it supports business initiatives, system enhancements, governance requirements, and continuous improvement across assigned areas.

Key Metrics:

• Accuracy and timeliness of management reporting and executive scorecards.
• Visibility of portfolio performance, acquisition, balances, payroll activity, product penetration, and campaign outcomes.
• Consistency of reporting definitions, reconciliation standards, and documented controls.
• Delivery of reporting automation, system enhancements, and management packs within agreed timelines.

Key Accountabilities of the Role:

• Business Performance & Management Reporting:

  • Design, develop, maintain, and enhance automated management reporting solutions, executive scorecards, and performance monitoring interfaces.
  • Provide regular and ad-hoc reporting across Customer Segments, the company@Work, Liabilities, and Takaful.
  • Monitor portfolio performance, customer acquisition, balances, payroll activity, product penetration, and campaign outcomes.
  • Present observations, emerging trends, opportunities, and areas requiring management attention.
  • Maintain consistent definitions, reporting logic, and reconciliation standards.

• Portfolio & Business Support:

  • Support business planning, portfolio reviews, target tracking, and performance discussions.
  • Translate business requirements into structured reporting solutions and automated workflows.
  • Coordinate inputs to provide a consolidated view of business performance.
  • Support Takaful and Liabilities initiatives and prepare management packs for leadership reviews and committees.

• Systems, Change & Project Support:

  • Act as business liaison for reporting platforms, system enhancements, and automation initiatives.
  • Support requirements gathering, solution review, UAT, business validation, defect resolution, and implementation.
  • Coordinate with Technology, Digital Banking, Operations, Risk, Compliance, and external providers, where applicable.
  • Recommend workflow, system, and reporting process improvements and provide post-implementation support.

• Governance, Controls & Quality:

  • Ensure reports are accurate, timely, complete, and supported by reconciliation and control checks.
  • Maintain documentation for report definitions, business rules, ownership, refresh schedules, and approvals.
  • Support audit, regulatory, and governance requests and escalate reporting gaps or material issues.
  • Promote disciplined handling of confidential business and customer information.

• Stakeholder Management:

  • Work closely with the Head of Customer Segmentation and relevant business leaders.
  • Build effective cross-functional relationships and ensure agreed reporting priorities are delivered.
  • Communicate performance clearly and manage competing requests through transparent prioritization and progress updates.

Specialist Skills / Technical Knowledge Required for this Role:

• Retail Banking Knowledge: Good understanding of Retail Banking products, customer segments, liabilities, and Takaful business activities.
• Reporting & Analytics: Experience in management reporting systems, automated solutions, performance monitoring interfaces, and executive scorecards.
• Tools & Automation: Advanced proficiency in Microsoft Excel, Power BI, reporting platforms, and workflow automation tools.
• Management Insight: Ability to convert complex business information into clear commentary and actionable recommendations.
• Systems & Process Enhancement: Ability to assess reporting platforms, define functional requirements, and recommend workflow, system, and process enhancements.
• Change & Governance: Understanding of change management, incident management, release management, and system governance processes.
• Stakeholder Management: Strong communication, organization, presentation, and stakeholder management skills.

Previous Experience Required:
Minimum 5 years of relevant experience in banking, insurance, wealth management, business performance, or management reporting.