Strategic Reporting & Analytics Manager

HTK; Hong Kong; On-site; HKD 1,200,000 - 1,800,000; Full time

Job summary

HTK in Hong Kong is seeking a seasoned Manager to lead Customer Service reporting, data analysis, and system enhancement. You will oversee accuracy and timeliness of management information, identify trends, risks, and opportunities to improve service performance and customer outcomes.

A strong leader with hands-on energy will drive change, develop the team, and collaborate with operations, technology and business functions to deliver insights and measurable improvements.

Qualifications

• Bachelor's degree in MIS/BA/Finance or related field.
• 10+ years in MI, reporting, analytics or service ops.
• Experience in pension/insurance/banking/regulatory environments preferred.
• Strong Excel/SQL/BI skills.

Responsibilities

• Lead the preparation and governance of BAU operational and management reports using Excel, SQL, and Power BI or Qlik Sense.
• Oversee dashboards, KPI packs, and reporting materials covering service performance, inquiries, complaints, backlog, and efficiency.
• Drive data validation, reconciliation, and analytical reviews across data sources; investigate variances and data-quality issues.
• Establish reporting controls and governance to ensure accuracy and validation.
• Translate data into insights, highlighting trends, risks, and recommended actions.
• Lead reporting automation, process optimization, and continuous improvement initiatives.
• Manage system enhancements, UAT, data migration, and transformation initiatives; oversee testing and implementation.
• Prepare and present management reports and performance updates to senior management.
• Partner with operations, customer relations, technology and other functions to resolve issues and improve reporting.
• Lead ad hoc analyses and strategic projects with timely delivery and measurable outcomes.
• Coach and develop team members and prioritize deliverables.

Skills

Analytical thinking

Stakeholder management

Leadership

Problem solving

Education

Bachelor's degree in related field

Tools

Power BI

Qlik Sense

SQL

Excel

Job description

HTK in Hong Kong is seeking a seasoned Manager to lead Customer Service reporting, data analysis, and system enhancement. You will oversee accuracy and timeliness of management information, identify trends, risks, and opportunities to improve service performance and customer outcomes.

A strong leader with hands-on energy will drive change, develop the team, and collaborate with operations, technology and business functions to deliver insights and measurable improvements.