Business Support Controller

The Business Support Controller turns operational, financial, customer and performance data into actionable insights for Customer Care leaders. Through dashboards, reporting, forecasting and responsible AI-enabled analysis, the role supports planning, cost optimisation and performance improvement. The successful candidate translates business needs into useful measures and clear recommendations.

Key Responsibilities

• Manage the complete reporting cycle, including data extraction, validation, reconciliation, dashboard refresh, analysis and distribution of reports.
• Translate business needs into KPIs, data definitions, dashboard specifications and analytical outputs.
• Build and improve automated, near-real-time dashboards that provide a consistent view of service, cost, productivity and customer outcomes.
• Analyse operational, financial, vendor and customer data to identify trends, root causes, risks and improvement opportunities.
• Use AI and automation tools to improve reporting efficiency, spot patterns and support forecasts, while validating results and maintaining data controls.
• Prepare recurring and ad-hoc reports, forecasts, business cases and executive-ready presentations.
• Turn analytical results into clear narratives, visualisations and recommended actions for business reviews.

Requirements and Qualifications

• Bachelor’s degree in Business Analytics, Data Analytics, Finance, Economics, Information Systems, Business Administration or a related field.
• At least three years of experience in business intelligence, reporting, analytics, business support, finance or operations; airline or customer-care experience is an advantage.
• Advanced Excel and strong capability with Power BI, Tableau, Looker or equivalent dashboard tools.
• Experience in trend, variance, root-cause, forecasting and scenario analysis.
• Practical use of AI/automation tools is expected; SQL, Power Query, Python or data-modelling experience is desirable.

Key Skills

Business intelligence, dashboarding, Excel, data analysis, forecasting, AI-enabled reporting, data storytelling and stakeholder management.

Employment Details

• Company: Etihad
• Location: Abu Dhabi, United Arab Emirates
• Employment Type: Full Time