VodafoneThree - Operational Reporting Manager

VodafoneThree; Stafford; Hybrid; GBP 70,000 - 90,000; Full time

Benefits offered by this job

Bonus scheme

28 days annual leave + bank holidays

Pension plan

Discounts and vouchers

Volunteer time off

Job summary

VodafoneThree Consumer Operations seeks an experienced Operational Reporting Manager to lead the delivery and governance of reporting, dashboards, and workflow solutions. You will enable insight-driven decisions, ensure compliance outputs, and equip leaders with data to optimise customer experience and efficiency.

You will drive executive reporting, design data solutions, and develop dashboards to analyse channel performance and consumer journeys, while managing regulatory reporting and catalog

Qualifications

• Proven experience leading reporting, analytics or insight teams within a complex operational, contact centre or digital environment.
• Strong understanding of operational performance metrics, workflow processes and data infrastructure within consumer facing organisations.
• Expertise in data visualisation and reporting tools (e.g., Power BI, workflow tools, SQL based environments).
• Demonstrated ability to build reporting strategies, govern reporting catalogues, and drive adoption of self serve reporting solutions.
• Experience delivering regulatory, compliance and complaints reporting in a controlled and auditable manner.
• Strong stakeholder management skills with the ability to engage, influence and present to senior leaders.
• Proven ability to prioritise workloads, manage conflicting requirements and deliver at pace.
• Demonstrated leadership capability, including coaching, capability development and delivering high quality team outputs.

Responsibilities

• Oversee the creation of executive level reporting and insight, ensuring outputs meet business needs and support informed decision making for senior leaders.
• Direct the design, development and maintenance of workflow and operational data solutions, ensuring they are robust, scalable and aligned to the organisation’s data infrastructure.
• Lead the development of digital performance dashboards, analysing channel containment and customer behaviour across IVR, chatbot and online self serve journeys.
• Manage the production of complaints and compliance reporting, ensuring outputs are accurate, auditable and aligned with regulatory requirements.
• Govern the operational reporting catalogue, consolidating and rationalising reporting assets to improve user experience, reduce duplication and strengthen reporting ownership across the operation.

Skills

Leadership

Stakeholder management

Data literacy

Strategic thinking

Prioritisation

Coaching & development

Tools

Power BI

SQL-based environments

Workflow tools

Job description

Location: Stoke-on-Trent + Hybrid
Salary: Excellent basic salary plus bonus and Vodafone benefits
Working hours: Full time 37.5 hours per week - Monday to Friday

Hybrid

We believe that through collaboration and connection with our colleagues we can achieve great things. Our hybrid working approach allows our people to work both in the office and at home, providing the flexibility and resources you need to succeed in your role. We don't require you to be in on specific days; instead, we ask people to come into the office 2-3 days each week, for at least 8 days per month. You should work with your line manager to understand what their expectations are for you, your specific role and your team.

Who We Are

We're here to build a network the UK can count on - one that connects people, places and potential. Because no matter where you live, what your background is, or how you get online - we think everyone deserves the same chance to stay connected, and with VodafoneThree, that future's being built - today.

We're creating more than the UK's best network. We're helping close the digital divide, empower communities and drive meaningful progress.

We believe that everyone should feel they belong. Whoever you are and whatever your story, there's space for you here. We're building a workplace where different perspectives are welcomed, voices are heard, and everyone feels safe to show up as themselves.

You'll join a team that genuinely cares - about each other, about our customers, and about the future we're building. From day one, you'll be welcomed, valued and encouraged to bring your whole self to work.

Why VodafoneThree

Join us and you'll be at the heart of change. That means building responsibly, investing sustainably and creating opportunities that last.

We're not just expanding connectivity; we're reimagining what a connected nation looks like. With £11bn invested in 5G and digital infrastructure, your work will directly power businesses, services, and communities across the country.

You’ll work on real challenges, with real impact, across every corner of the country. Wherever you join us, whatever your role, you'll be helping to build a future that works better for everyone.

We move at pace, because what we’re building matters - and we’re learning as we go. We're proud of the progress we've made, but we're just getting started.

Be a part of VodafoneThree Consumer Operations, where delivering exceptional customer experiences is at the heart of everything we do. From supporting our customers across multiple sales and care channels to driving operational excellence and digital transformation, we work to enhance every interaction. This is where innovation meets service, and where your impact can make a real difference.

What you’ll do

The Operational Reporting Manager leads the delivery, governance and strategic evolution of reporting, dashboards and workflow solutions that underpin performance across Consumer Operations. The role enables insight driven decision making, strengthens regulatory and compliance outputs, and ensures operational leaders have the data, tools and resources needed to optimise customer experience and operational efficiency.

• Oversee the creation of executive level reporting and insight, ensuring outputs meet business needs and support informed decision making for senior leaders.
• Direct the design, development and maintenance of workflow and operational data solutions, ensuring they are robust, scalable and aligned to the organisation’s data infrastructure.
• Lead the development of digital performance dashboards, analysing channel containment and customer behaviour across IVR, chatbot and online self serve journeys.
• Manage the production of complaints and compliance reporting, ensuring outputs are accurate, auditable and aligned with regulatory requirements.
• Govern the operational reporting catalogue, consolidating and rationalising reporting assets to improve user experience, reduce duplication and strengthen reporting ownership across the operation.

Who you are

• Proven experience leading reporting, analytics or insight teams within a complex operational, contact centre or digital environment.
• Strong understanding of operational performance metrics, workflow processes and data infrastructure within consumer facing organisations.
• Expertise in data visualisation and reporting tools (e.g., Power BI, workflow tools, SQL based environments).
• Demonstrated ability to build reporting strategies, govern reporting catalogues, and drive adoption of self serve reporting solutions.
• Experience delivering regulatory, compliance and complaints reporting in a controlled and auditable manner.
• Strong stakeholder management skills with the ability to engage, influence and present to senior leaders.
• Proven ability to prioritise workloads, manage conflicting requirements and deliver at pace.
• Demonstrated leadership capability, including coaching, capability development and delivering high quality team outputs.

Worried that you don't meet all the desired criteria exactly?
We know that everyone is unique, with multiple aspects to their identity and different experiences behind them. We are passionate about Inclusion for All and creating a workplace where everyone can thrive, whatever their personal or professional background. If you're excited about this role but your experience doesn't align exactly with every part of the job description, we encourage you to apply as you may be the right candidate for this role or another role, and our recruitment team can help you see how your skills fit in.

What we offer

We care about our people's success by offering great pay, bonuses, up to 28 days off plus bank holidays, and paid time for charity work. You can personalise our benefits for you and your family, like discounts, vouchers, a pension plan and loads more. We help with your career through our amazing learning tools and top-notch parental leave policies.

Need to Know

We are regulated by the Financial Conduct Authority and all offers of employment for this role are subject to background checks, including criminal (DBS) and financial checks to meet the regulators standards.

If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, a sign language interpreter, or assistive technology, please refer to the Accessibility section of our Careers website ( ) for guidance.

We use AI in different parts of our business to boost innovation, improve efficiency, and create new opportunities. We know many candidates use AI to fine-tune their CVs or prepare for interviews, but what we really care about is your unique experiences and achievements.

During the interview, we want you to rely on your own knowledge and skills to show us who you really are-your personality, creativity, and abilities. Above all, we're looking for authenticity and can't wait to get to know the real you.