Reporting Analyst

Position Description \

Reporting Analyst

Position Title Reporting Analyst

Reports To Senior Manager – Operational Excellence (Neil San Diego)

Department Manila Operations

Location Manila, Philippines

Employment Type Full-Time

Date Created July 2026

\ Purpose of the Role \

The Reporting Analyst is responsible for gathering and documenting business requirements, analysing

operational data, and providing actionable insights that drive decision-making across Manila

Operations. This role bridges the gap between business stakeholders and operational delivery,

translating strategic objectives into clearly defined requirements, process designs, and data-driven

recommendations. The Reporting Analyst plays a central role in building the analytical and reporting

capability of the Manila operation.

\ Context \

The Manila operation services multiple Wilson Group business units across Australia, New Zealand,

and Singapore, each with distinct processes, systems, and reporting requirements. As the operation

has grown, there has been limited analytical support to identify trends, quantify opportunities, and

provide the evidence base for operational improvements. Stakeholder confidence in the Manila team

depends on the ability to demonstrate value through transparent reporting, clear communication, and

data-backed recommendations. This role will establish the business analysis function within Manila

Operations, creating the reporting frameworks, dashboards, and analytical practices needed to

support informed decision-making. The Reporting Analyst will ensure Wilson Group has full visibility

and control over its operational data and performance metrics.

\ Key Responsibilities \

Requirements Gathering & Documentation

• Gather and document business requirements from onshore and Manila-based stakeholders

using structured techniques (workshops, interviews, document analysis).

• Translate business needs into functional specifications, user stories, and process

documentation.

• Ensure requirements are clearly defined, achievable, and aligned with operational and

strategic objectives.

• Manage requirements traceability to ensure deliverables remain connected to original

business needs throughout project lifecycles.

Data Analysis & Insights

• Analyse operational data to identify trends, patterns, anomalies, and opportunities for

improvement across all Manila business units.

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• Develop business cases and feasibility assessments to support proposed initiatives and

investments.

• Conduct root-cause analysis on operational issues, SLA breaches, and performance

variances.

• Provide ad-hoc analytical support to the GM Operations and senior leadership on strategic

questions.

Reporting & Dashboards

• Design, build, and maintain operational dashboards and reporting suites that provide real-time

visibility on key performance metrics.

• Establish standardised reporting cadences (daily, weekly, monthly) aligned to business unit

and leadership requirements.

• Ensure data integrity, consistency, and accuracy across all reporting outputs.

• Provide actionable insights through reporting, moving beyond data presentation to

interpretation and recommendation.

Process Mapping & Improvement

• Map current-state processes and design future-state solutions that drive efficiency, quality,

and scalability.

• Support process improvement initiatives by providing analytical underpinning, impact

analysis, and benefits quantification.

• Partner with the Senior Manager – Operational Excellence to ensure analytical workstreams

are integrated into broader project plans.

Change Management & UAT Support

• Support user acceptance testing (UAT) for new systems, processes, and tools being

implemented across the Manila operation.

• Contribute to change management activities by providing documentation, training materials,

and impact assessments.

• Facilitate stakeholder understanding and adoption of new processes and reporting tools.

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\ Key Relationships \

Stakeholder Nature of Relationship

GM Operations – Manila Direct report; strategic direction, priority setting, and

performance management.

Onshore Business Unit Leads Requirements gathering, reporting, and data-driven insights to

support service delivery.

Business Unit Operations

Managers

Collaborative partnership to understand operational data

needs, performance drivers, finance reporting, and shared

services metrics.

Senior Support Managers Peer collaboration on workforce analytics, project data, and

training effectiveness measurement.

Team Managers Data collection, validation, and feedback on operational

performance.

\ Key Performance Indicators \

• Quality and timeliness of requirements documentation and stakeholder sign-off.

• Accuracy and reliability of reporting and dashboards.

• Stakeholder satisfaction with analytical outputs and insights provided.

• Number of data-driven recommendations accepted and implemented by senior leadership.

• Contribution to measurable process improvements (efficiency gains, cost reductions, quality

improvements).

• Successful delivery of UAT and change management support for operational initiatives.

• Reduction in ad-hoc data requests through proactive reporting and self-service dashboards.

\ Qualifications & Experience \

Essential

• Minimum 5 years’ experience as a Reporting Analyst, with at least 2 years in a lead capacity.

• Demonstrated experience in business analysis within a BPO, shared services, or operational

environment.

• Strong data analysis and visualisation skills using tools such as Excel (advanced), Power BI,

Tableau, or equivalent.

• Proven experience in requirements gathering, process mapping (BPMN, Visio, Lucidchart),

and documentation.

• Excellent communication skills with the ability to translate complex data into clear, non-

technical recommendations.

• Experience working with cross-functional and geographically distributed teams.

• Bachelor’s degree in Business, Information Systems, Data Analytics, or a related discipline.

Desirable

• Business analysis certification (e.g., CBAP, CCBA, or equivalent).

• Experience building reporting and analytics capability within a growing operation.

• SQL proficiency or experience with database querying.

• Familiarity with process improvement methodologies (Lean, Six Sigma).

• Understanding of the Australian and New Zealand business context.

• Experience working within a shared services or managed services environment.

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\ Key Competencies \

Analytical Rigour: Systematic approach to data analysis, ensuring accuracy, objectivity, and

thoroughness in all outputs.

Business Acumen: Understanding of how operational data connects to business outcomes, cost

drivers, and strategic priorities.

Communication: Ability to present complex information clearly and persuasively to both technical

and non-technical audiences.

Stakeholder Management: Skilled at managing competing requirements from multiple business units

and building consensus.

Problem Solving: Proactive identification of issues and opportunities through data, with practical,

actionable recommendations.

Cultural Awareness: Understanding of Philippines workplace culture and the dynamics of working

within a multi-geography operational model.

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\ Approval \

This position description has been reviewed and approved by the following:

Role Name & Signature Date

GM Operations

Executive GM

Position Holder