Lead Analytics Manager - Operations Performance

Operations Analytics Manager – US Healthcare (Power BI / KPI Reporting)

• Location: Makati, Philippines
• Work Setup: Hybrid
• Department: Operations – Contact Center & Claims
• Reports To: VP of Operations

About the Role

Data drives performance — and performance drives client success.

We are looking for a Performance Reporting Manager who thrives on transforming complex operational data into clear, actionable insights. This role supports both Contact Center and Claims Operations for U.S. healthcare clients, delivering critical reporting that helps leadership monitor KPIs, identify risks, and improve performance across the organization.

If you're someone who enjoys building dashboards from the ground up, digging into operational data, and influencing decision-making at the executive level, this role is for you.

This is a hands-on builder role — not a supervisory reporting position. The successful candidate will personally design, build, and maintain dashboards and performance reporting without relying on a supporting analytics team.

If you love turning data into operational intelligence, you'll thrive here.

• Build and maintain operational dashboards tracking key Contact Center and Claims KPIs (Service Level, AHT, TAT, Throughput, Productivity, Accuracy, etc.)
• Analyze daily, weekly, and monthly performance trends to identify operational gaps and improvement opportunities
• Provide leadership with actionable insights through executive-ready reports and dashboards
• Monitor SLA and KPI performance, escalating risks or performance declines
• Compile and validate data from multiple client-hosted systems and reporting platforms
• Standardize reporting frameworks and maintain KPI calculation documentation
• Prepare executive reporting packages for client reviews and Quarterly Business Reviews (QBRs)
• Work within secure client environments (VPN, Citrix, CRM, WFM, and claims systems)
• Ensure data accuracy and HIPAA-compliant reporting practices

Preferred: Support capacity planning, staffing forecasts, and workforce optimization analysis.

• 4–7+ years of experience in:
• - Operations reporting
• Performance analytics
• Workforce reporting
• Business reporting
• Experience within BPO or healthcare operations
• Exposure to U.S. healthcare operations (contact center or claims)
• Strong knowledge of KPIs and SLA performance management
• Advanced Excel skills (pivot tables, complex formulas, modeling)
• Strong Power BI expertise
• Experience preparing executive-level reporting
• Ability to translate data into business insights

• Capacity planning or workforce modeling
• SQL knowledge
• Tableau or similar reporting platforms
• Secure data transfers (SFTP)
• Experience preparing QBR reporting
• Knowledge of HIPAA-compliant data handling

What We Offer

• Comprehensive HMO Coverage (Medical & Dental)
• Coverage starting Day 1 + 1 Free Dependent
• Opportunity to work with leading U.S. healthcare clients

Ready to Turn Data into Decisions?

If you're passionate about analytics, operational performance, and building reporting systems that drive business impact, we'd love to hear from you.

Apply today and help us transform healthcare operations through data.

COMPANY OVERVIEW:

Imagenet is a leading provider of back-office support technology and tech-enabled outsourced services to healthcare plans nationwide. Imagenet provides claims processing services, including digital transformation, claims adjudication and member and provider engagement services, acting as a mission-critical partner to these plans in enhancing engagement and satisfaction with plans’ members and providers.

The company has also developed an innovative workflow technology platform, JetStreamTM, to help with traceability, governance and automation of claims operations for its clients.

Imagenet is headquartered in Tampa, operates 10 regional offices throughout the U.S. and has a wholly owned global delivery center in the Philippines.