Senior Analyst

Bank Al Habib Limited is seeking a Senior Analyst with at least 3 years of experience to join their team. The ideal candidate will have strong expertise in monitoring key banking functions such as Account Opening, Trade Cash Management, Complaint Management, and Call Center operations. This role demands advanced proficiency in MS Excel and preferred experience with Power BI or Power Query to support sophisticated data analysis and reporting. The Senior Analyst leads a team of 50 professionals, providing direction and mentoring to ensure operational excellence across various functions. The Senior Analyst plays a critical role in interpreting complex data sets and transforming them into actionable insights that drive business decisions. The candidate must demonstrate an analytical mindset combined with excellent communication and interpersonal skills to effectively negotiate service level agreements and deliver constructive feedback to operational teams. The role requires a proactive approach to problem-solving and continuous improvement in line with the banks strategic goals.
Responsibilities
 

• Monitor and analyze data related to Account Opening, Trade Cash Management, Complaint Management, and Call Center operations to ensure service quality and performance targets are met.
• Lead and manage a team of 50 analysts, providing guidance, performance evaluations, and fostering a collaborative work environment.
• Develop comprehensive reports and dashboards using MS Excel and Power BI/Power Query to visualize trends, opportunities, and risks for senior management.
• Interpret complex data sets and generate actionable insights to improve operational efficiencies and customer satisfaction.
• Collaborate with cross-functional teams to define key performance indicators, negotiate service level agreements, and establish benchmarks for operational teams.
• Provide continuous feedback and coaching to operational staff to enhance process adherence and service quality.
• Identify gaps and recommend process improvements based on data-driven analysis.
• Ensure accuracy, consistency, and timeliness of all reports and analyses delivered to management.
• Stay updated with industry best practices and emerging analytics tools to enhance reporting capabilities.
• Manage escalations and conduct root cause analysis for operational issues impacting customer service or compliance.