Summary
Etihad Airways is hiring a Business Support Controller to support Customer Care management with reporting, analysis and decision support. The role manages reporting from data extraction and validation through dashboard updates and distribution, and develops automated dashboards and self-service reporting. It also analyses operational, financial, vendor and customer data, monitors expenditure and performance, and recommends improvements. Applicants need a relevant bachelor’s degree and at least three years of experience; advanced Excel and dashboarding skills are required, while SQL, Power Query or Python are desirable. The position is based in Abu Dhabi; no salary or visa conditions are stated.
The posting
As published on etihad.com. Pulled from the employer's site and shown as they wrote it.
Job Description
Are you excited by the potential of AI, automation and digital innovation to transform customer experiences?
This role is ideal for analytical problem-solvers who enjoy translating business needs into impactful solutions and want to be at the forefront of innovation in a fast-paced, customer-centric environment.
Our Business Support Controller supports Sr. Manager by converting operational, financial, customer and performance data into timely, actionable insights. The role develops automated, near real-time dashboards and management reporting, applies AI-enabled tools to strengthen analysis and forecasting, and supports evidence-based planning, performance improvement, cost optimisation and management decision-making across Customer Care.
Accountabilities
Business Intelligence, Reporting & Support
· Own the end-to-end reporting cycle, including data extraction, validation, reconciliation, dashboard refresh, analysis and timely distribution of management reports.
· Gather and translate business requirements into clear KPIs, data definitions, reports, dashboards and analytical deliverables.
· Develop, maintain and continuously improve automated, near real-time dashboards that provide a single, reliable view of performance, cost, productivity, service and customer outcomes.
· Analyse operational, financial, vendor and customer data to identify trends, root causes, risks and opportunities, and convert findings into practical recommendations for management.
· Use AI-enabled tools and automation responsibly to accelerate reporting, improve data quality, identify patterns and support forecasting, while validating outputs and maintaining appropriate data controls.
· Prepare accurate recurring and ad-hoc reports, forecasts, business cases and executive-ready presentations with clear insights, implications and recommended actions.
· Partner with internal teams and external vendors to improve data availability, reporting discipline, KPI governance and timely closure of performance actions.
· Conduct data-quality checks across source systems, resolve or escalate discrepancies, and maintain reporting logic, data sources and controls for continuity and auditability.
· Monitor expenditure, invoices, budgets and vendor performance; highlight variances and support cost optimisation and recovery opportunities.
· Evaluate business processes and systems, recommend improvements, and document reporting logic, data sources and controls to ensure continuity and auditability.
Analytics, Automation & Decision Support
· Integrate and analyse data from multiple sources to create reliable performance views, identify relationships and provide a clear single source of truth.
· Build scalable self-service reporting solutions and automate repetitive data preparation, reconciliation and reporting activities.
· Apply descriptive, diagnostic and predictive analytical techniques to explain performance, forecast outcomes and support scenario-based decisions.
· Use AI-enabled tools to summarise information, surface patterns, support forecasting and improve reporting productivity, with human validation and responsible data handling.
· Translate complex findings into concise business narratives, visualisations and recommendations for operational and leadership reviews.
Qualifications
Education & Experience
- Bachelor's degree in Business Analytics, Data Analytics, Finance, Economics, Information Systems, Business Administration or a related field.
- 3+ years' experience in business intelligence, reporting, analytics, business support, finance or operations; experience in a complex service, airline or customer-care environment is an advantage.
- Advanced Excel and strong Power BI, Tableau, Looker or equivalent dashboarding capability; able to build automated, interactive and near real-time reporting.
- Strong analytical capability, including trend, variance, root-cause, forecasting and scenario analysis, with sound business and financial judgement.
- Practical experience using AI and automation tools for analysis, reporting and productivity, with appropriate validation, governance and data confidentiality.
- Working knowledge of data modelling, SQL, Power Query, Python or similar tools is desirable.
- Strong stakeholder management, communication and data-storytelling skills; organised, curious, accurate and able to manage multiple priorities.
Additional Information
Etihad Airways is more than the UAE’s national airline - we’re shaping the future of global aviation. From our hub in Abu Dhabi, we connect people across continents and cultures, while driving our “Journey 2030” ambition to double our fleet, expand our network and grow our people for a new era of excellence. Join us and become part of a vision where the world is your workplace and extraordinary experiences take flight.
To learn more visit www.etihad.com
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