Digital MI/Reporting Analyst.
The MI/Data Reporting Analyst role is based within the Digital Service Quality Management team. This team supports the Wealth & Personal Banking channel services across the group.
The job holder will work as part of a MI/Data sub Team and be responsible for analysing a host of service incident data from various systems/sources and identify areas of improvement together with evidential data. The regions covered under the global remit are Asia, Europe, Middle East and North America.
Supporting the Global MI/Reporting Lead, the job holders will collaborate with IT Service Owners, Recovery Managers and other support teams to gather relevant data in order to measure and report the improvements made against various recommendations. A need to introduce additional tooling to help automate the generation and distribution of reporting to our stakeholders is a necessity and the job holder will need to contribute to these deliverables.
Working collaboratively with other members of WPB Service Management community, leading daily calls to ensure regional data is gathered for Service disruptions of the highest quality. This will also include liaising with other departments to collate this data in a timely manner and record this within our Jira and Eazybi dashboards.
Service Quality Management offers an opportunity to work with teams all around the world with the ultimate aim of identifying areas of improvement from the data available to improve our customer experience of using our channels. We really value the digital knowledge and experience new employees can bring and this is a chance to work within a dynamic environment.
We offer an inclusive, values-led culture, tailored learning and development programmes and competitive benefits.
Your responsibilities will include:
Complete regular reviews of all reporting requests currently being processed and identify and eliminate duplication of similar reporting across the service management team.
Working with the Service Quality Managers across the regions, the jobholder will be responsible for identifying underperforming services based on the data available and initiate service improvement opportunities via MI/Reporting data currently used across the team.
Automate the measurement and reporting of service performance against key objectives to track the improvement trends.
Communicate with the Global MI Reporting Lead and other team members of how to work to improve our current MI/Reporting process.
Working with business and IT service performance on dashboards to collate service outage data.
Introduce new tooling opportunities to remove the manual effort required at present.
The ideal candidate for this role will have:
Experience of working in high paced and high pressured environments.
Ability to translate IT terminology into non-technical business language and clearly communicate to senior business stakeholders.
Data analyst role relevant qualifications. ITIL or equivalent understanding is desirable but not essential.
Expert on Jira, Eazybi , Confluence, Cognos tooling and Excel.
A flexible and adaptable approach to change and will support others to respond in a similar way.
A track record of promoting and executing continual improvements to process.
Strong and proven oral and written communication skills with experience of adapting your style and approach to the audience.
Ability to manage time effectively in line with priorities.
The base location for this role is Pune.
HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment.