Job Title: Senior Manager, Business Intelligence & Insights

Focus: Data Analytics for Process Optimization & Performance Improvement

Work arrangement: Onsite (IT Park, Cebu)

Work schedule: PH night shifts

Role Summary:

The Senior Manager, Business Intelligence & Insights leads enterprise and/or program-level analytics to translate operational data into actionable insights, strengthen KPI visibility, and drive measurable process efficiency and performance improvement. The role owns end-to-end BI delivery, from data governance and report optimization to advanced analytics that enables proactive decision-making, while partnering with stakeholders to improve productivity, quality, profitability, and customer outcomes.

BI Strategy, KPI Governance & Executive Reporting

• Lead the optimization of operational reports toward real-time data consolidation and KPI visualization to enable faster insight extraction and performance action. 
• Establish and maintain KPI definitions and measurement rubrics in alignment with a balanced scorecard / performance excellence framework approach. 
• Drive data mapping and governance alignment with reporting partners to ensure consistency and trusted metrics.

Performance Insights & Process Optimization

• Conduct exploratory analysis to identify performance drivers, trends, root causes, and optimization opportunities across workflows.
• Apply structured process improvement methods (e.g., checklisting, before/after measurement, and sustainability tracking) to validate improvements and support adoption.
• Identify opportunities to automate reporting and operational workflows to improve efficiency and user/agent experience.

Advanced Analytics (Predictive & Proactive Decision Support)

• Lead development of predictive and diagnostic analytics (e.g., modeling using SQL/Python where applicable) to enable proactive interventions and scenario planning. 
• Support experimentation and validation approaches (e.g., analytical testing) to confirm impact of changes to productivity, retraining, or performance levers.

Stakeholder Partnership & Operational Cadence

• Partner with operational leaders and cross-functional stakeholders to convert insights into measurable action plans and track benefits realization. 
• Create executive-ready narratives (insights, actions and outcomes) to support leadership reviews and business cadence updates.

People Leadership & Capability Building

• Lead and develop BI/analytics resources (e.g., Business Analysts / BI analysts) to deliver consistent insights and scalable reporting. 
• Coach team members on dashboard design, analytical thinking, stakeholder storytelling, and operational impact measurement.

Education: 

• Bachelor’s degree in Business, Statistics, Data Analytics, Information Systems, Engineering, or a related field.

Experience:

• Minimum of 5-8 years of experience in business intelligence, data analytics, process optimization, or a related field.
• Experience supporting or driving enterprise transformation initiatives (e.g., AI-driven analytics, reporting consolidation, or operational excellence frameworks)
• Proven experience delivering data-driven insights to support operational performance improvement
• Experience in dashboarding, KPI development, and reporting optimization
• Prior exposure to process improvement initiatives (e.g., workflow optimization, productivity improvement, automation)
• Experience in the BPO / customer operations environment is highly desirable
• Demonstrated experience managing analysts or BI teams and supporting cross-functional stakeholders

Skills:

• Strong analytical and problem-solving abilities with the ability to translate data into actionable insights
• Excellent communication and storytelling skills, particularly in presenting insights to operational and executive stakeholders
• Proven capability in KPI design, performance measurement, and dashboard development
• Ability to identify trends, root causes, and opportunities for process optimization and performance improvement
• Proficiency in business intelligence and analytics tools (e.g., Power BI, SQL, Excel; other BI tools are a plus)
• Strong understanding of data governance, data quality, and reporting standardization

Attributes:

• Detail-oriented and highly organized, with strong discipline in data accuracy and reporting integrity
• Ability to work independently while collaborating effectively with cross-functional teams
• Strong business acumen with a clear understanding of operational drivers, performance metrics, and customer impact
• Results-driven mindset with a focus on delivering measurable business outcomes
• Continuous improvement mindset, with the ability to challenge existing processes and drive innovation