Operations Insights Manager

The Operations Insights Manager will manage the delivery, accuracy and continuous improvement of management information that underpins the Operations Performance capability. Reporting into the Operations Performance Lead, this role is responsible for developing requirements, reporting and socializing KPIs in partnership with our Data colleagues.

This role will seek to establish a single source of truth for operational health, productivity, quality and customer experience across LII. The Insights Manager will work closely with regional COOs, process owners, Workforce Planning and the wider Operations Excellence function to ensure data-driven tools are leveraged for decision making and ensure timely insight for performance governance.

Key Responsibilities:

• Develop critical requirements for data, KPI and reporting deliverables to support Operations leaders (weekly/monthly performance packs, scorecards, SLA dashboards, supplier scorecards).
• Deliver ad-hoc analysis and insight requests to support operational decisions, performance reviews and transformation initiatives.
• Partner with the Data Office to validate data inputs and outputs that support KPIs, capacity modelling and scenario analysis.
• Implement version control, naming conventions and documentation for reports and datasets; ensure reusability and maintainability.
• Translate business questions into analytical requirements and prioritise MI development with stakeholders and the Operations Performance Lead.
• Support performance governance cadence by supplying MI for ops reviews, root-cause analysis and remediation tracking.
• Provide MI training and enablement to regional teams and business users to increase adoption and correct usage of reports.
• Champion data governance and collaborate with data engineering/IT to resolve data quality or access issues.
• Contribute to continuous improvement of MI processes and standards across the Operations Performance function.
• Adherence to all relevant regulatory requirements forms part of your role, and the demonstration of behaviours as set out in the Conduct Risk Policy, as they relate to your role, is core to LSM's commitment to our Liberty Values, placing customers at the centre of our business and behaving with integrity. LSM expects you to understand your responsibilities relating to all regulatory and internal requirements, and to proactively demonstrate compliance with these requirements and behaviours at all times. These requirements include the Senior Managers and Certification Regime Conduct Rules, Solvency II, fair treatment of customers, Financial Crime, Data Protection, Conflicts of Interest, and Whistleblowing.

Skills and Experience:

• Previous experience in management information, business intelligence, analytics or data engineering within operations; experience in insurance, financial services or large shared service/outsourced environments preferred.
• Strong technical skills: advanced SQL, experience with at least one BI tool (Power BI, Tableau, Qlik), and strong Excel skills; familiarity with Python/R and ETL tools is advantageous.
• Experience with data warehousing concepts, data modelling and building reliable data pipelines.
• Demonstrable track record of delivering automated dashboards and MI at scale with a focus on accuracy and stakeholder adoption.
• Strong analytical mindset with ability to translate complex data into clear, actionable insights.
• Excellent stakeholder management and communication skills; able to present MI clearly to senior leaders and operational teams.
• Attention to detail and strong process discipline; experience implementing data validation and reconciliation routines.
• Familiarity with SLA/KPI frameworks, performance management and vendor reporting preferred.
• Experience working with workforce management/forecasting data is desirable.