Head Of Insights And Analytics

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MAIN RESPONSIBILITIES:
1. Strategic Performance Advisory
As a strategic partner to Executive Leadership, this role drives the measurement, interpretation,
and optimization of Service Centre performance.
• Serve as a trusted advisor to the Executive Leadership Team, shaping how business performance is measured, monitored, and improved across the Service Centre.
• Lead and develop a central Insights & Analytics team of approximately 4-5 analysts and data engineers responsible for enterprise performance reporting and decision support.
• Design, maintain, and continuously enhance a robust performance management framework, including KPIs, scorecards, dashboards, executive reporting, and insight generation.
• Transform complex operational, technology, workforce, customer, and delivery data into clear, actionable insights that enable strategic decision-making and investment prioritization.
• Provide executive-level analysis and recommendations on productivity, capacity, service performance, operational risk, and business outcomes.
• Develop compelling performance narratives that support senior stakeholder discussions and inform enterprise-wide planning and decision-making.
• Promote a culture of evidence-based decision-making and performance accountability across the Service Centre.
2. Analytics Delivery Oversight & Capability Leadership
As the functional leader for analytics capability, this role provides strategic oversight, governance, and leadership across multiple analytics teams delivering services to the broader bank.
• Provide senior leadership and oversight of analytics teams delivering business-critical data and analytics solutions through business-aligned delivery backlogs.
• Ensure analytics delivery is effectively governed, strategically aligned, outcome- focused, and consistent with enterprise data and analytics standards.
• Establish and embed best practices, operating models, and governance frameworks to drive delivery excellence and consistency across teams.
• Build organizational capability through coaching, mentoring, succession planning, and talent development, creating a strong pipeline of analytics leaders and specialists.
• Drive the maturity of analytics practices, tools, and methodologies to enhance efficiency, quality, and business impact.
• Foster a high-performance culture that encourages innovation, collaboration, continuous improvement, and data-driven problem solving.