Performance, Benefits & Insight Manager

Basic Purpose\:
The purpose of this role is to build and maintain the performance measurement architecture of the Business Excellence function — including transformation dashboards, benefits realisation tracking, productivity metrics, revenue leakage visibility, and executive performance reporting — that makes EBTL's transformation impact visible, credible, and evidence-based.
The role translates institutional data into insight that executives act on, not reports they file. It defines what is measured, how, and to what standard. It establishes baselines before delivery begins, tracks value capture through implementation and distinguishes between benefits claimed and benefits evidenced.
The role must build credible management information from fragmented, low-maturity data sources and defend its methodology and findings under challenge from senior stakeholders.
Main Duties and Responsibilities\:
Performance Measurement & KPI Architecture
• KPI Architecture\: Design and maintain the institution’s KPI architecture, defining what is measured, how, and to what standard across strategic and operational performance.
• Balanced Scorecard Analytics\: Track and analyse performance against the institutional Balanced Scorecard across financial, customer, process, and learning-and-growth perspectives.
• Productivity Metrics\: Define and track productivity metrics calibrated to the branch banking context rather than importing a generic framework.
Benefits Realisation & Value Capture
• Benefits Realisation Tracking\: Apply benefits realisation methodology — defining baselines, agreeing measurement methodology, and tracking variance through delivery and post-delivery.
• Revenue Leakage & Value Capture\: Model and surface revenue leakage and value-capture opportunities, providing visibility into where value is lost or unrealised.
• Cost-to-Serve Insight\: Build cost-to-serve models and insights that inform efficiency, pricing, and operating-model decisions.
• Business-Case Validation\: Validate initiative business cases and confirm whether committed financial and operational outcomes are delivered.
Dashboards & Executive Insight
• Executive Dashboard Design\: Design performance dashboards that communicate to non-technical executive audiences — accurate, legible, and actionable.
• Data-Backed Transformation Reporting\: Produce data-backed reporting on transformation performance for executive and governance audiences.
• Narrative Translation\: Turn data findings into clear, decision-ready insight — a sentence an MD will act on.
• VoC / CX Intelligence Support\: Support voice-of-customer and customer-experience intelligence with performance analysis and insight.
Data Foundations
• Insight from Imperfect Data\: Build management information and insight from fragmented, low-maturity data sources, defining methodology and defending it under challenge.
• Data Access & Integrity\: Operate within secured IT and Finance data access arrangements, maintaining data integrity and methodological transparency.