MI/Workflow Officer

Job Purpose

Reporting to the Senior MI & Transformation Manager, the MI & Workflow Senior Officer will support the development, production and continuous improvement of management information for the Client Onboarding and KYC department. The role will have a primary focus on accurate, timely and insightful reporting covering onboarding volumes, KYC activity, workflow performance, backlogs, service levels, capacity and operational risks. It will also support the effective management of workflows, operational trackers and data controls, while contributing to transformation initiatives and technology-led improvements that simplify, standardise and automate reporting and operational processes. This will include supporting requirements gathering, testing, implementation and adoption to ensure cases are recorded and progressed consistently and that management information is reliable.

The successful candidate will help deliver business-as-usual reporting, respond to emerging MI requirements and contribute to transformation initiatives across Client Onboarding and KYC. They will work closely with onboarding analysts, team leaders, managers and key stakeholders to improve reporting, workflow visibility, data quality and the use of MI in operational decision-making. The role will help provide assurance that onboarding and KYC work is visible, consistently tracked and supported by clear information, while escalating emerging risks, control gaps or delays to the Senior MI Manager.

Key Responsibilities

• Support the Senior MI Manager with the design, development, production and maintenance of management information and operational reporting. • Produce accurate and timely daily, weekly, monthly and ad hoc BAU reports, ensuring agreed definitions, controls and reporting deadlines are consistently applied. • Analyse operational data to identify trends, backlogs, capacity pressures, service-level risks, exceptions and opportunities for improvement. • Produce and maintain MI for the Client Onboarding and KYC department, including case volumes, status and ageing, turnaround times, service-level performance, backlogs, quality outcomes, risk indicators and team capacity. • Maintain, develop and govern workflow tools and operational trackers so that work is recorded consistently and progress, ownership, status and actions are clear. • Monitor workflow data and tracker completion, challenge gaps or inconsistencies and work with teams to improve data quality and compliance with agreed processes. • Support consistent use of Client Onboarding and KYC workflows and trackers, ensuring key stages, ownership, outstanding information, approvals, risk matters and completion outcomes are captured accurately. • Document reporting logic, data definitions, controls and procedures to create a clear audit trail and support consistent, repeatable reporting. • Support the testing, implementation and embedding of reporting, workflow and automation improvements delivered through transformation initiatives. • Actively contribute to Client Onboarding and KYC transformation initiatives by helping to define requirements, assess current processes and identify opportunities to simplify, standardise and automate reporting and workflows. • Work with technology teams, product owners and operational stakeholders to support the design, testing, implementation and adoption of system enhancements, digital tools and technology-led improvements, ensuring solutions deliver reliable data, effective controls and measurable operational benefits. • Work with operational teams and stakeholders to gather requirements, translate them into practical MI or workflow solutions and communicate findings clearly. • Provide cover and resilience for key reporting activities, manage competing priorities and escalate data, workflow or delivery risks promptly.