About the role
The Role
We’re looking for a hands-on MI Manager to lead the development and delivery of reporting and analytics across our Operations teams (Customer Service, Financial Support, Fraud, FinCrime, Complaints, and QA). This role is critical in ensuring operational performance is measured accurately, regulatory requirements are met, and leadership has the insights they need to act fast.
You’ll manage one Senior Analyst (with future headcount potential), and be the go-to person for MI infrastructure—building scalable data models, streamlining reporting pipelines, and consolidating multiple data sources into a unified operational reporting layer.
What You’ll Do
Own MI Infrastructure
Design and maintain robust DBT models and SQL pipelines to transform raw data into accurate, timely, and usable reporting layers.
Ensure consistent metric definitions and a single source of truth across all operational reporting.
Reporting & Dashboarding
Build and maintain clear, accessible dashboards to track KPIs across service, risk, and complaints functions.
Deliver insights on areas such as SLA performance, fraud trends, QA scores, complaint volumes, vulnerable customer tracking, etc.
Ensure reports are timely, trusted, and action-oriented.
Data Consolidation & Integrity
Consolidate disparate datasets from multiple systems to support holistic operational oversight.
Proactively identify and resolve data discrepancies, inconsistencies, or quality issues.
Team Management & Development
Manage and mentor a Senior Analyst, reviewing output quality and helping to prioritise delivery.
Define scalable processes to support future MI team growth.
Stakeholder Engagement
Act as the primary MI point of contact for the COO and senior leadership, responding to ad hoc data requests and proactively proposing improvements.
Ensure reporting supports both regulatory compliance and internal performance monitoring.
What We’re Looking For
Must-Haves
3+ years working in BI/MI or analytics roles, with experience in SQL-heavy, reporting-centric environments.
Expert-level SQL and hands-on experience with DBT and Python (non-negotiable).
Experience building and maintaining data models and reporting infrastructure.
Strong understanding of data integrity, version control, and metric standardisation.
Excellent communication skills for working with both technical and non-technical stakeholders.
Experience mentoring or managing analysts.
Desirable
Exposure to operations, collections, fraud/fincrime, or complaints data.
Familiarity with Superset/Preset or similar modern dashboarding tools.
Experience in regulated environments or with regulatory reporting.
Interview Process
Intro Call (30 mins)
Take-home SQL + DBT Task (2 hours)
Task Debrief (45 mins-1 hour)
Final Chat with COO & CRO (1 hour)
