Business Support Controller

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.

• 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 elevate 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.

• 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.

Education & Experience

• Bachelor's degree in Business Analytics, Data Analytics, Finance, Economics, Information Systems, Business Administration or a related field.
• 3+ years' experience in business intelligence, reporting, analytics, business support, finance or operations; experience in a complex service, airline or customer-care environment is an advantage.
• Advanced Excel and strong Power BI, Tableau, Looker or equivalent dashboarding capability; able to build automated, interactive and near real-time reporting.
• Strong analytical…