Performance Reporting Manager – Healthcare Operations - Makati - SYSGEN RPO

    SYSGEN RPO
    SYSGEN RPO Makati

    5 araw ang nakalipas

    Upper Management / Consulting
    Paglalarawan

    We're seeking a hands-on, highly analytical Performance Reporting Manager to design, build, and deliver operational dashboards and performance reporting for our Contact Center and Claims Adjudication teams supporting U.S. healthcare clients.

    This role is critical in driving operational accountability, providing executive-level visibility into KPIs, and enabling data-driven decision-making. If you thrive on building dashboards from the ground up, working directly within client-hosted systems, and translating complex data into actionable insights, this is the role for you.

    What You'll Do

    Dashboard Development & Reporting

    • Build and maintain dashboards for Contact Center KPIs (Service Level, AHT, Occupancy, QA, Adherence, etc.) and Claims metrics (Throughput, TAT, Accuracy, Productivity per FTE, etc.)
    • Standardize reporting formats across accounts and ensure KPI definitions are clear and consistent
    • Compile and validate data manually where automation isn't available

    Performance Monitoring & Escalation

    • Provide daily, weekly, and monthly visibility into performance trends
    • Identify gaps at individual, team, and account levels
    • Escalate SLA risks and KPI declines to senior leadership
    • Partner with Operations Managers to track corrective actions and measure impact

    Client Data & System Coordination

    • Work within secure client-hosted environments (CRM, adjudication systems, dialers, WFM tools)
    • Coordinate with client IT teams to establish secure data transfer methods (SFTP, VPN, Citrix)
    • Ensure HIPAA compliance and validate data integrity

    Executive Reporting & QBRs

    • Compile reporting packages for Quarterly Business Reviews
    • Translate operational data into clear performance narratives for client presentations
    • Highlight trends, risks, and opportunities for improvement

    Capacity & Production Support (Preferred)

    • Support volume analysis, staffing models, and workload forecasts
    • Provide insights for workforce optimization

    Qualifications:

    • 4–7+ years in performance/operations reporting within BPO or healthcare
    • Strong knowledge of U.S. healthcare operations (contact center and/or claims)
    • Advanced Excel (pivot tables, formulas, modeling) and Power BI skills
    • Experience preparing executive-level reports and working within client-hosted systems
    • Excellent communication skills with the ability to present insights to leadership

    Preferred:

    • Exposure to capacity planning/workforce modeling
    • Experience with Tableau or SQL
    • Knowledge of HIPAA-compliant data handling
    • Experience compiling QBR materials for U.S. clients
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Makati City