Performance Insights & Reporting Manager (Digital Operations) - Contract Inside IR35

Day Rate: Now £250 - £309 per day - Inside IR35 Location: Chertsey Office (minimum 3 days per week in the office)

About the Role We are seeking an experienced Performance Insights & Reporting Manager to join a leading digital operations and e-commerce function supporting multiple international markets. This role sits within a Centre of Excellence responsible for driving operational excellence across digital commerce delivery. You will own the performance reporting framework across multiple operational workstreams, ensuring reporting is accurate, insightful, actionable, and trusted by senior stakeholders. You will be responsible for defining reporting requirements, governing performance metrics and calculation logic, validating AI-generated insights, and continuously improving reporting capabilities to support operational decision-making. This is a highly visible, cross-functional role requiring strong analytical thinking, stakeholder management, and the ability to communicate complex performance insights to senior leadership. Key Responsibilities Reporting Strategy & Requirements Translate business and leadership needs into structured reporting requirements and specifications. Define and prioritise reporting enhancements and automation opportunities. Maintain and manage a reporting improvement backlog. Performance Reporting & Insight Validation Review and validate automated and AI-generated reports before distribution. Ensure accuracy, consistency, relevance, and actionability of insights. Act as the final quality gate for performance reporting. Metrics Governance Own the definition and governance of operational KPIs and performance metrics. Maintain metric definitions, calculation methodologies, aggregation rules, and data governance documentation. Drive consistency across markets and operational teams. Operational Performance Analysis Analyse delivery performance including SLA adherence, throughput, backlog trends, ticket ageing, and operational efficiency. Conduct root-cause analysis and identify performance improvement opportunities. Provide clear recommendations and risk assessments for leadership teams. Quality & Continuous Improvement Lead quality-control reporting and operational health assessments. Develop new reporting views, alerts, and insights as business priorities evolve. Drive continuous improvement across reporting and analytics capabilities. Executive Reporting & Storytelling Develop leadership-ready performance reviews and executive reporting materials. Present clear, decision-focused insights highlighting risks, dependencies, and opportunities. Support strategic prioritisation and escalation decisions. Stakeholder Management Partner with operational, governance, analytics, and market stakeholders. Align reporting priorities, governance standards, and adoption across the organisation. Skills & Experience Essential 5+ years' experience in Project Management, PMO, Operations, or Programme Management environments. 3+ years' experience in Performance Reporting, Analytics, Business Intelligence, or Operational Insights. Strong analytical capability with experience interpreting operational datasets and performance metrics. Proven experience conducting root-cause analysis and translating findings into actionable recommendations. Ability to convert business requirements into structured reporting and automation specifications. Experience validating analytical outputs and ensuring reporting accuracy. Strong stakeholder management and communication skills. Advanced user of Jira, Confluence, Excel, and PowerPoint. Desirable Experience supporting multi-market, digital, e-commerce, or operational delivery environments. Understanding of AI-enabled reporting, automation, and analytics solutions. Experience working with service operations, ticket management, SLA reporting, or governance frameworks. What Success Looks Like Trusted, accurate, and scalable performance reporting frameworks. Consistent KPI definitions and reporting standards across teams and markets. High-quality, validated insights supporting leadership decision-making. Continuous enhancement of reporting capabilities and operational visibility. Increased stakeholder confidence in reporting accuracy and business value. Interview Process Two-stage interview process involving key stakeholders and business partners. Final stage may include a presentation exercise. Diversity & Inclusion We are committed to creating an inclusive workplace where everyone feels valued and respected. We welcome applications from all qualified candidates and provide reasonable accommodations throughout the recruitment process where required.