Program Analyst – Analytics (Kuala Lumpur, Malaysia)

Program Analyst – Analytics (Kuala Lumpur, Malaysia)

OUR CLIENT IS OPEN TO APPLICANTS FROM OVERSEAS

Our client is a dynamic, fast moving organization that specializes in providing services for trading in the financial markets. With 1000+ employees, they have grown fast since their formation in 2008.

They are now looking for an independent Reporting Analyst to join their Global Customer Service Operations organization’s Analytics & Reporting team. The A&R team is responsible for designing, building, automating, and managing our client’s operations’ performance reports and dashboard, executive reports (MBRs, QBRs), and people performance.

They play a key role in ensuring smooth running of our client’s operations and continuous improvement of the way we work. The team also performs business analysis, measurements, and reporting using internal data as well as independent external sources to measure the effectiveness of both current operations, team, processes, and specific project deliverables. Support the creation, configuration and management of data capture tools required.

The individual will also be responsible for providing operational insights through in-depth and thorough data gathering, scrubbing transformation and analysis. The role will assist in developing standardized reports, dashboards and self-service access to critical information for individuals across all the operational groups. By working with the rest of the A&R team, you will be part of transforming many aspects of our client’s customer service operations. This person may also be responsible for the successful execution of the identified A&R projects, change requests, and other related activities.

Responsibilities

• Work with the A&R Lead to help define operational reporting requirements of our client’s Customer Service organization and help to build them up (incl. SLA and Ops Performance Reporting, Employee Performance Reporting; and Executive Reporting)

• Identify potential data sources and solutions

• Develop customized reports, analyses, and/or data visualizations that answer the business problem

• Assist in operational insights development that can uncover opportunities for continuous improvement of our client’s operations

• Ensure data is presented in a structured and easy to understand manner with actionable insights

• Provides research and data gathering activities to enrich the data set

• Implement controls on processes that ensure data integrity and accuracy across the entire reporting workflow

• Manage assigned projects and support activities of the team

• Partner with operations, BI team, WFM, and other key teams to resolve upstream issues that impact our client’s ability to make data-driven decisions and continuously improve their operations

• Build strong relationships with internal stakeholders around the organization

• Introduce industry best practices and keep up-to-date about related trends

• Design and create appropriate reports and dashboards to measure the operations’ teams performance

Qualifications 

• Degree qualified in relevant discipline preferably IT/ Engineering/ Finance

• Experience in performing operations reporting activities, KPI/Performance reporting, finance, and/or analytics (3+ years of delivery in analytics role)

• Skilled in programming languages (Python, SQL)

• Project management of new applications/ products and/ or reporting structures is a huge plus

• Knowledge of data automation and visualisation tools is highly preferred – Tableau, PowerBI, DataStudio, and ability to implement as appropriate

• Effectively locates, queries, cleans, and analyses quantitative data to draw relevant insights

• Clarity in understanding and communication of insights to stakeholders both internal and external

• Passion to see their insights getting used to continuously improve the rest of the team works

• Solid organizational skills including attention to detail and multitasking skills

• Experience setting up project tools, platforms, documentation templates, dashboards, reporting business reviews, etc. for a large global team

• Bachelor’s Degree in the appropriate field of study or equivalent work experience

• Experience creating cost models, developing and tracking budgets and financial performance is preferred