Senior Manager, Customer Analytics & Reporting

PCCW Solutions; Hong Kong; On-site; HKD 900,000 - 1,200,000; Full time

Job summary

PCCW Solutions is seeking a highly analytical Manager to lead Customer Service reporting, data analysis, and continuous improvement initiatives. You will oversee timely management information delivery and identify trends, risks, and opportunities to enhance service performance and customer outcomes.

The role requires strong leadership, hands-on execution, and collaboration with stakeholders across the organization. You will develop team capabilities and drive change.

Qualifications

• 10+ years in management information, operations reporting or data analytics.
• Experience in financial services or regulated environments is highly preferred.
• Advanced Excel skills including pivot tables and data cleansing.
• Strong SQL for data extraction, joins, and validation.
• Hands-on Power BI or Qlik Sense for dashboards and reporting.
• Strong governance, data quality and performance measurement.
• Analytical, detail-oriented with ability to identify risks and opportunities.
• Excellent written/spoken English and Chinese (Cantonese/Putonghua).

Responsibilities

• Lead the preparation and governance of BAU operational and management reports.
• Oversee dashboards, KPI packs, and reporting materials on service performance.
• Drive data validation, variances analysis, and data-quality improvements.
• Establish reporting controls and validation mechanisms.
• Translate data into insights, trends, risks, and actions.
• Lead reporting automation, process optimization, and continuous improvement.
• Manage system enhancements, UAT, data migration, and testing.
• Present management reports to senior stakeholders.
• Collaborate with operations, customer relations, technology to improve reporting standards.
• Lead ad hoc analyses and strategic projects; coach the team.

Skills

Excel

SQL

Power BI

Qlik Sense

Data analysis

Leadership

Stakeholder management

Communication

Data validation

Education

Bachelor's degree

Tools

Power BI

Qlik Sense

Job description

PCCW Solutions is seeking a highly analytical Manager to lead Customer Service reporting, data analysis, and continuous improvement initiatives. You will oversee timely management information delivery and identify trends, risks, and opportunities to enhance service performance and customer outcomes.

The role requires strong leadership, hands-on execution, and collaboration with stakeholders across the organization. You will develop team capabilities and drive change.