Performance Analyst

O'Brien Recruitment; Cape Town; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading creative communications group is seeking a Hub Performance Analyst to join their Finance leadership team. This role involves delivering operational reports, tracking performance metrics, managing service escalations, and driving continuous improvement. Candidates should have at least 3 years of experience in finance, strong analytical skills, and proficiency in advanced Excel. Knowledge of BI tools like Power BI and experience in creative or digital environments are advantageous. This position is based in Cape Town, South Africa.

Qualifications

• Minimum 3 years’ experience in finance and accounting.
• Comfortable working with large datasets and turning data into actionable insight.
• Proactive, self-driven and solutions-oriented.

Responsibilities

• Develop and deliver concise, data-led monthly operational review packs.
• Track, monitor and report on SLA and KPI performance across all Hub service lines.
• Own the service escalation pathway, ensuring all issues are logged, tracked and resolved.

Skills

Strong analytical skills

Advanced Excel

Commercial analysis

Data-driven decision-making

Communication skills

Team collaboration

Tools

Power BI

NetSuite

Job description

Our client, a leading creative communications group, is looking for a Hub Performance Analyst to join their Hub (Shared Service Centre) Finance leadership team. Reporting to the Hub Director, this role is central to ensuring efficient, high-quality finance service delivery across the business through strong performance metrics, insightful reporting and continuous improvement.

This role works closely with Hub Finance Supervisors, agency-based Commercial Finance teams, Finance Transformation, and Group Finance, playing a key part in strengthening service delivery across a fast-paced, creative, agency-led environment.

Key responsibilities

Operational reporting & performance insights

• Develop and deliver concise, data-led monthly operational review packs.
• Track, monitor and report on SLA and KPI performance across all Hub service lines.
• Manage live reporting from the M&C Support ticketing system, including quality and turnaround metrics.
• Identify trends and opportunities to improve efficiency, quality and end-to-end finance processes.

Service escalation & stakeholder engagement

• Own the service escalation pathway, ensuring all issues are logged, tracked and resolved.
• Drive root cause analysis and ensure remediation actions (process, training or system) are completed.
• Act as a key link between Hub and agency teams, ensuring agency voices are heard and service improvements delivered.
• Support and drive improvement initiatives across both Hub and agency teams.

Continuous improvement

• Coach and support Hub Supervisors to improve quality and adherence to documented processes.
• Partner with the Finance Transformation team to embed sustainable process improvements.

Hub finance leadership

• Be an active and trusted member of the Hub Finance leadership team.
• Support supervisor development and training initiatives.

What success looks like

• Clear, insightful performance reporting that enables confident, data-driven decision-making.
• Strong visibility of SLA performance with meaningful commentary and action tracking.
• Constructive, solutions-focused engagement with agency stakeholders.
• Continuous improvement embedded into day-to-day Hub operations.

About you

• Minimum 3 years’ experience in finance and accounting.
• Strong analytical skills with advanced Excel and commercial analysis experience.
• Comfortable working with large datasets and turning data into actionable insight.
• Excellent written and verbal communication skills, with confidence engaging senior stakeholders.
• Proactive, self-driven and solutions-oriented.
• A collaborative team player who can also work independently.
• Open to learning Power BI or other BI tools.

Advantageous experience

• Shared Service Centre experience.
• Exposure to NetSuite.
• Experience within creative, media or digital environments (advantageous, not essential).