Performance Analyst

SUMMARY:
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POSITION INFO:

Our client, a leading creative communications group, is looking for a Hub Performance Analyst to join their Hub (Shared Service Centre) Finance leadership team. Reporting to the Hub Director, this role is central to ensuring efficient, high-quality finance service delivery across the business through strong performance metrics, insightful reporting and continuous improvement.

This role works closely with Hub Finance Supervisors, agency-based Commercial Finance teams, Finance Transformation, and Group Finance, playing a key part in strengthening service delivery across a fast-paced, creative, agency-led environment.

Key responsibilities

Operational reporting & performance insights

• Develop and deliver concise, data-led monthly operational review packs.

• Track, monitor and report on SLA and KPI performance across all Hub service lines.

• Manage live reporting from the M&C Support ticketing system, including quality and turnaround metrics.

• Identify trends and opportunities to improve efficiency, quality and end-to-end finance processes.

Service escalation & stakeholder engagement

• Own the service escalation pathway, ensuring all issues are logged, tracked and resolved.

• Drive root cause analysis and ensure remediation actions (process, training or system) are completed.

• Act as a key link between Hub and agency teams, ensuring agency voices are heard and service improvements delivered.

• Support and drive improvement initiatives across both Hub and agency teams.

Continuous improvement

• Coach and support Hub Supervisors to improve quality and adherence to documented processes.

• Partner with the Finance Transformation team to embed sustainable process improvements.

Hub finance leadership

• Be an active and trusted member of the Hub Finance leadership team.

• Support supervisor development and training initiatives.

What success looks like

• Clear, insightful performance reporting that enables confident, data-driven decision-making.

• Strong visibility of SLA performance with meaningful commentary and action tracking.

• Constructive, solutions-focused engagement with agency stakeholders.

• Continuous improvement embedded into day-to-day Hub operations.

About you

• Minimum 3 years’ experience in finance and accounting.

• Strong analytical skills with advanced Excel and commercial analysis experience.

• Comfortable working with large datasets and turning data into actionable insight.

• Excellent written and verbal communication skills, with confidence engaging senior stakeholders.

• Proactive, self-driven and solutions-oriented.

• A collaborative team player who can also work independently.

• Open to learning Power BI or other BI tools.

Advantageous experience

• Shared Service Centre experience.

• Exposure to NetSuite.

• Experience within creative, media or digital environments (advantageous, not essential).