Operations Performance & Analytics Lead

We are currently looking to recruit an Operations Performance & Analytics Lead

The role

As part of a major transformation of its operating model, I-Hub is strengthening its data-driven management approach and creating a key role at the heart of its operations.

As an Operations Performance & Analytics Lead, you are at the core of operational performance management.

You provide a clear, factual, and forward-looking view of workload, capacity, and service levels in order to optimize overall performance and secure client commitments (SLAs).

You work closely with the Head of Operations and operate transversally across all teams.

Your impact

• Structuring a data-driven operational management framework
• Anticipating performance and capacity risks
• Improving service levels and SLA compliance
• Optimizing resource allocation
• Supporting the transformation and scalability of the operating model

Performance management

• Define and monitor operational KPIs (volume, backlog, turnaround times, SLA, quality)
• Ensure reliability and consistency of indicators
• Provide a consolidated view of performance

Capacity planning & resource allocation

• Manage workload vs capacity (short and mid-term)
• Anticipate imbalances and propose adjustments
• Optimize resource allocation

Workflow management & prioritization

• Oversee activity flows
• Monitor backlog and aging
• Identify bottlenecks and operational risks
• Prioritize activities based on SLAs and capacity
• Analyze processing times
• Detect operational issues and First Time Right gaps

Analysis & insights

• Design and maintain performance dashboards
• Deliver actionable analyses and recommendations
• Implement alerts and predictive analytics
• Contribute to continuous improvement of service quality

Cross-functional collaboration

• Work with OPS, IT Data, BI, and Testing teams
• Formalize data needs and contribute to system enhancements
  

Experience

• Proven experience (5 years) in operational management, performance, or capacity planning
• Service-oriented experience
• Experience in data/analytics
• Experience in financial services or a regulated environment is a plus

Skills

• Advanced Excel is required
• Strong affinity for data and analysis
• BI tools (Qlik, Power BI, or equivalent) are a plus
• Ability to structure and model information

What will make the difference

• Strong analytical and solution-oriented mindset
• Ability to challenge with credibility
• Comfort working in a transversal environment
• Ability to turn data into decisions
  

i-Hub is the operator of the first centralized KYC repository for Ongoing Due Diligence in Europe. We offer:

• Professional Growth and Development
• An exciting challenge combining autonomy and responsibilities
• An attractive salary package that matches your role and responsibilities.

Your Response

If you are interested in this position, please send your CV and cover letter in English to the following address: [email protected]. Your application will be treated in the strictest confidence. i-Hub S.A. is an equal opportunity employer, welcoming applications from all members of society, irrespective of gender, religion, beliefs, disability, age, sexual orientation, nationality, race and ethnicity.

• Please note that regarding i-Hub’s obligation to implement internal control procedures as a PFS support company, you will be asked to provide us with a copy of your criminal records (Bulletin N°3) during the recruitment process.