Operations MI Analyst (Data Analytics)

TL;DR

Operations MI Analyst (Data Analytics): Delivering high-quality data analysis and reporting to support effective management of operations, including call center operations with an accent on driving performance improvements, identifying trends, and providing actionable insights. Focus on developing reporting tools, monitoring key operational KPIs, and partnering with leaders to improve data flows.

Location: Onsite in Birmingham, United Kingdom.

Company

hirify.global is a leading global investment banking, securities and investment management firm with an online consumer banking business, Marcus.

What you will do

• Collect, analyse, and interpret operational data from multiple areas.
• Produce accurate, timely MI reports and dashboards that support operational, regulatory, and strategic decision‑making.
• Develop, enhance, and maintain reporting tools (e.g., Power BI dashboards, automated Excel/SQL reporting).
• Monitor key operational KPIs such as productivity, volumes, quality metrics, SLA performance, and call centre KPIs.
• 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.
• Contribute to regulatory, audit, risk, and governance reporting.

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, or Tableau.
• 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.
• Ability to work independently and as part of a collaborative team.

Nice to have

• Experience with forecasting, capacity planning or workforce management and resource planning tools.
• Familiarity with regulatory compliance requirements (e.g., GDPR) within a call centre context.

Culture & Benefits

• Commitment to fostering and advancing diversity and inclusion.
• Opportunities for professional and personal growth through training and development.
• Access to firmwide networks, benefits, wellness, and personal finance offerings.
• Best-In-Class Benefits.