Global O2C Quality and Analytics Manager

This role is based in our Colchester office.

The role is responsible for driving operational excellence across global GBS O2C operations through data-driven performance management. This role will focus on developing quality frameworks, optimising team efficiency, and leveraging analytics to continuously improve performance across the organisation. The ideal candidate will combine strong analytical capabilities with expertise in transforming performance data into actionable strategies that enhance team effectiveness.

The successful candidate will be responsible for producing comprehensive global reporting that provides visibility across all operational areas, ensuring consistent data collection and standardised metrics across international teams. A key aspect of this role involves deep analysis of performance reports to identify trends, patterns, and opportunities for improvement, then translating these insights into clear, prioritised action plans that drive measurable business outcomes.

The role will work closely with stakeholders to establish robust reporting frameworks that support strategic decision-making, while developing analytical methodologies that enable proactive identification of performance gaps and optimisation opportunities. The role requires exceptional skills in data interpretation and the ability to present complex analytical findings in accessible formats that facilitate swift implementation of improvement initiatives across global operations.

Key Responsibilities

Performance Quality Management

• Build and streamline operational reporting for global O2C (e.g. monthly collections and unallocated cash data books; Quarterly Performance Review packs; metric review packs, etc)
•  Support the development and help implement comprehensive quality assurance frameworks and standards for team performance
• Maintain and develop key performance indicators (KPIs) that align with organizational objectives
• Implement quality control processes that balance efficiency with excellence
• Create and socialise best practices for consistent quality delivery across departments

Team Efficiency Optimization

• Analyse workflow patterns to identify bottlenecks and inefficiencies in team processes
• Collaborate with team leaders to establish productivity benchmarks and efficiency targets
• Design and implement process improvements that enhance team output while maintaining quality
• Measure and report on efficiency gains resulting from implemented changes

Performance Data Analytics

• Establish robust systems for capturing meaningful performance metrics across teams to meet global KPI’s.
• Work with Enterprise Analytics team to support the development of dashboards and visualisation tools that provide real-time insights into team performance
• Perform trend analysis to identify patterns in performance fluctuations
• Conduct comparative analysis between the global teams to identify success factors and improvement opportunities
• Generate predictive models to forecast performance outcomes based on historical data

Continuous Improvement Leadership

• Lead cross-functional data-driven initiatives to address systemic performance challenges
• Coach team leaders on interpreting performance data and implementing improvement strategies
• Lead structured performance governance sessions with key stakeholders to ensure organisational accountability and continuous improvement. This encompasses the development and delivery of comprehensive monthly and quarterly performance review packages that systematically evaluate captured data, identify operational strengths and areas for enhancement, and establish strategic action plans with defined ownership and timelines for implementation.
• Investigate and lead on automation opportunities in O2C.

Stakeholder Management

• Translate complex performance data into clear, actionable insights for various stakeholders
• Produce regular performance reports for executive leadership
• Collaborate with Team Leaders to align performance metrics with talent development initiatives
• Partner with operations leaders to implement performance improvement strategies
• Communicate performance trends and recommendations across the organisation

Performance Indicators

Success in this role will be measured by:

• Improvement in team quality metrics and performance outcomes
• Implementation of successful efficiency initiatives
• Accuracy and usefulness of performance analytics
• Adoption of recommended improvement strategies
• Stakeholder satisfaction with performance insights and recommendations
• Development of sustainable performance measurement systems

• Relevant experience in performance management, quality assurance, or business analytics
• Experience is using an ERP system (Preferably SAP and or Oracle)
• Advanced Excel skills including advanced formulae and Power Queries
• Experience with using Power-Bi.
• Demonstrated expertise in performance measurement methodologies and quality frameworks
• Strong proficiency in data analysis tools and performance management software (e.g. Power Automate)
• Excellent analytical skills with ability to translate data into actionable recommendations
• Strong leadership capabilities with experience influencing cross-functional teams

Preferred Qualifications

• Experience with workforce management systems and performance tracking tools
• Experience in organizational development or change management
• Experience with business intelligence platforms (Power-BI / Alteryx)
• Understanding of behavioural analytics and performance psychology

Personal Attributes

• Strong critical thinking and problem-solving orientation
• Excellent communication skills with ability to influence at all organizational levels
• Detail-oriented with commitment to data accuracy and integrity
• Collaborative approach with ability to build consensus across diverse stakeholders
• Results-driven mindset focused on measurable improvements
• Adaptability to changing business priorities and requirements
• Ethical approach to handling sensitive performance data

We believe that great things happen when people connect face-to-face. That's why we work in-person with each other, or with customers and partners, three days a week or more. When you’re not spending time together in one of our offices or other workplaces – like at an Informa event – you get the flexibility and support to work from home or remotely.

We work hard to make sure Life at Informa is rewarding, supportive and enjoyable for everyone. Here’s some of what you can expect when you join us. But don’t just take our word for it – see what our colleagues have to say at LifeAt.Informa.com

Our benefits include:

• Great community: a welcoming culture with in-person and online social events, our fantastic Walk the World charity day and active diversity and inclusion networks
• Broader impact: take up to four days per year to volunteer, with charity match funding available too
• Career opportunity: the opportunity to develop your career with bespoke training and learning, mentoring platforms and on-demand access to thousands of courses on LinkedIn Learning. When it’s time for the next step, we encourage and support internal job moves
• Time out: 25 days annual leave, rising to 27 days after two years, plus a birthday leave day and the chance to work from (almost!) anywhere for up to four weeks a year
• A flexible range of personal benefits to choose from, plus company funded private medical cover
• A ShareMatch scheme that allows you to become an Informa shareholder with free matching shares
• Strong wellbeing support through EAP assistance, mental health first aiders, a healthy living subsidy, access to health apps and more
• Recognition for great work, with global awards and kudos programmes
• As an international company, the chance to collaborate with teams around the world

We’re not solely focused on a checklist of skills. We champion energy and ambition and look for colleagues who will roll their sleeves up, join in and help make things happen. If it sounds like a match and you have most – although not all – of the skills and experience listed, we welcome your application.

If you would like to request reasonable adjustments or accommodations to assist your participation in the hiring process and, or in the advertised position, please inform the appropriate Talent Acquisition Partner for the role once they have been in touch. Your request will be reviewed and considered in confidence. At Informa, you'll find inclusive experiences and environments where all perspectives and backgrounds are welcomed. As part of this approach and our diversity and inclusion commitments, we are also formally an Equal Opportunities Employer. This means we base decisions on relevant qualifications and merit and do not discriminate on the basis of key characteristics and statuses, including all of those protected by law. Ask us or see our website for full information.

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