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Performance Insights & Reporting Manager (Digital Operations) - Contract Inside IR35
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Performance Insights & Reporting Manager (Digital Operations)
Day Rate: Now £250 - £309 per day - Inside IR35
Location: Chertsey Office (minimum 3 days per week in the office)
The Role
We are working with a large, international consumer organisation looking to appoint a Performance Insights & Reporting Manager within its digital operations function. This is a highly visible role focused on turning operational data into meaningful, actionable insight.
The successful candidate will need to go beyond producing reports or analysing raw data. You will be expected to understand what is driving performance, where risks and opportunities exist, and what the data means for the business — before translating those findings into clear, compelling narratives for senior leadership. A major part of the role will involve taking complex operational and performance information and turning it into decision-ready insight and high-quality PowerPoint presentations. The role works across several digital operational workstreams and partners closely with operational, governance and analytics teams.
The Three Key Requirements
Insight Generation Capability
You must be able to move beyond raw data analysis and reporting to identify actionable operational insights. This includes identifying:
- Performance drivers and trends
- Operational risks and emerging issues
- Root causes of performance gaps
- Areas requiring leadership attention
- Opportunities for operational improvement
- Recommended corrective or preventative actions
The key is being able to answer “What does the data actually tell us, why does it matter, and what should we do about it?”
Data Storytelling & Insight Communication
You will need to translate analytical findings into clear, structured and commercially meaningful stories that can be understood by both leadership and operational teams. This means taking potentially complex data and creating a concise narrative around:
- What is happening
- Why it is happening
- What the implications are
- Where the risks or opportunities sit
- What action should be considered
You should be comfortable presenting findings and communicating with senior stakeholders.
Advanced PowerPoint & Presentation Skills
Strong PowerPoint capability is essential. You will regularly turn operational performance analysis into polished, senior-leadership-ready presentations, presenting complex findings in a clear, visual and easily digestible way. This isn't simply about producing slides — you will need to structure information effectively and build a compelling narrative around the data.
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Key Responsibilities
- Operational Performance Insight & Root-Cause Analysis Analyse operational performance across multiple workstreams, including SLA adherence, throughput, backlog, workload and ageing. Identify performance gaps, investigate root causes and surface risks, opportunities and recommended actions.
- Executive Reporting & Insight Storytelling Lead the analytical framing and storytelling for operational performance reviews. Develop clear, decision-ready materials for senior leadership, highlighting key findings, risks, dependencies and implications.
- Reporting Requirements Translate business and leadership needs into structured reporting requirements. Define what reporting needs to answer and help prioritise future reporting enhancements.
- Insight Validation & Quality Assurance Critically review analytical and AI-generated reports before distribution, checking accuracy, calculation logic, relevance and actionability.
- Metrics & Reporting Governance Help establish consistent definitions for operational metrics, calculations, aggregation rules and analytical assumptions across multiple markets and workstreams.
- Quality Control & Performance Assessment Assess operational health using multiple data sources and ensure reporting accurately identifies systemic performance and quality risks.
- Continuous Improvement Identify gaps in existing reporting and develop new views, insights and alerts as operational priorities and business requirements evolve.
- AI & Automation Work alongside reporting and analytics teams to identify where AI and automation can improve performance reporting. You do not need to be a developer, but should understand what automated and AI-driven analytics can realistically deliver.
- Stakeholder Management Work closely with operational, governance, analytics and market stakeholders to align reporting requirements, priorities and adoption.
Experience & Skills
We are looking for someone with a strong combination of operational analytics, insight generation and senior-level communication skills.
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Ideally, you will bring:
- 5+ years' experience within project/programme management, PMO or a related operational environment.
- 3+ years' experience within analytics, performance reporting or business intelligence. These areas of experience may overlap.
- Strong experience analysing operational datasets such as ticket volumes, SLA performance, backlog trends and delivery metrics.
- Proven ability to turn data into actionable business and operational insights.
- Strong root-cause analysis and problem-solving capability.
- Excellent data storytelling skills.
- Advanced PowerPoint and presentation-building skills, particularly for senior leadership audiences.
- Strong Excel capability.
- Experience translating business problems into analytical questions and structured reporting requirements.
- Ability to critically review analytical outputs and identify errors, inconsistencies or flawed logic.
- Understanding of project/programme environments, including workstreams, SLAs, ticket lifecycles and operational governance.
- Strong stakeholder-management and communication skills.
- Experience with JIRA and Confluence.
- An understanding of AI and automated analytics and how they can support reporting and insight generation.
Experience working within a large, complex, multi-market digital or operational environment would be particularly relevant.
What Success Looks Like
Success in this role means that senior stakeholders receive clear, trusted and actionable insight rather than simply more data.
You will help ensure that:
- Operational reporting clearly identifies performance drivers, risks and improvement opportunities.
- Complex analysis is translated into concise, decision-ready narratives.
- Senior leadership receives high-quality presentations that make findings and recommended actions easy to understand.
- Reporting and analytical outputs are accurate and appropriately validated.
- Performance issues and their underlying causes are identified early.
- Reporting continuously evolves alongside changing business requirements.
- Stakeholders have confidence in the quality and usefulness of operational performance reporting.
Interview Process
There will be a two-stage interview process involving members of the core team and key business stakeholders. The final stage may include a presentation exercise.
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