Are you excited by the potential of AI, automation and digital innovation to transform customer experiences? This role is ideal for analytical problem-solvers who enjoy translating business needs into impactful solutions and want to be at the forefront of innovation in a fast-paced, customer-centric environment. Our Business Support Controller supports Sr. Manager by converting operational, financial, customer and performance data into timely, actionable insights. The role develops automated, near real-time dashboards and management reporting, applies AI-enabled tools to strengthen analysis and forecasting, and supports evidence-based planning, performance improvement, cost optimisation and management decision-making across Customer Care. Accountabilities Business Intelligence, Reporting & Support · Own the end-to-end reporting cycle, including data extraction, validation, reconciliation, dashboard refresh, analysis and timely distribution of management reports. · Gather and translate business requirements into clear KPIs, data definitions, reports, dashboards and analytical deliverables. · Develop, maintain and continuously improve automated, near real-time dashboards that provide a single, reliable view of performance, cost, productivity, service and customer outcomes. · Analyse operational, financial, vendor and customer data to identify trends, root causes, risks and opportunities, and convert findings into practical recommendations for management. · Use AI-enabled tools and automation responsibly to accelerate reporting, improve data quality, identify patterns and support forecasting, while validating outputs and maintaining appropriate data controls. · Prepare accurate recurring and ad-hoc reports, forecasts, business cases and executive-ready presentations with clear insights, implications and recommended actions. · Partner with internal teams and external vendors to improve data availability, reporting discipline, KPI governance and timely closure of performance actions. · Conduct data-quality checks across source systems, resolve or escalate discrepancies, and maintain reporting logic, data sources and controls for continuity and auditability. · Monitor expenditure, invoices, budgets and vendor performance; highlight variances and support cost optimisation and recovery opportunities. · Evaluate business processes and systems, recommend improvements, and document reporting logic, data sources and controls to ensure continuity and auditability.   Analytics, Automation & Decision Support · Integrate and analyse data from multiple sources to create reliable performance views, identify relationships and provide a clear single source of truth. · Build scalable self-service reporting solutions and automate repetitive data preparation, reconciliation and reporting activities. · Apply descriptive, diagnostic and predictive analytical techniques to explain performance, forecast outcomes and support scenario-based decisions. · Use AI-enabled tools to summarise information, surface patterns, support forecasting and improve reporting productivity, with human validation and responsible data handling. · Translate complex findings into concise business narratives, visualisations and recommendations for operational and leadership reviews.