Business Support Controller

About the role

The Business Support Controller will support the Sr. Manager by converting operational, financial, customer and performance data into timely, actionable insights. The role develops automated, near real‑time dashboards, applies AI‑enabled tools to strengthen analysis and forecasting, and supports evidence‑based planning and decision‑making across Customer Care.

Key responsibilities

• 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.
• Monitor expenditure, invoices, budgets and vendor performance; highlight variances and support cost optimisation and recovery opportunities.

Required profile

• Bachelor's degree in Business Analytics, Data Analytics, Finance, Economics, Information Systems, Business Administration or a related field.
• 3+ years of experience in business intelligence, reporting, analytics, business support, finance or operations; experience in a complex service, airline or customer‑care environment is an advantage.
• Strong analytical capability, including trend, variance, root‑cause, forecasting and scenario analysis, with sound business and financial judgement.
• Practical experience using AI and automation tools for analysis, reporting and productivity, with appropriate validation, governance and data confidentiality.

Required skills

• Advanced Excel
• Power BI
• Tableau
• Looker
• SQL
• Power Query
• Python