Overview
The
Business Transformation & Operations Intelligence Manager is responsible for leading the organization's most critical initiatives/programs and providing the analytical, workforce, and process insights required to drive operational excellence.
This role oversees
strategic program management,
AI transformation,
business analytics,
workforce management, and
process engineering, while managing a high-performing team composed of Project Managers, Reporting Analysts, and Workforce Analysts.
The role serves as a key partner to Executive Leadership, enabling data-driven decisions, building scalable processes, and delivering measurable improvements in performance, quality, staffing efficiency, and cost optimization.
Responsibilities
PRIMARY RESPONSIBILITIES
- Strategic Priorities & AI Transformation Program Management
- Lead the planning, execution, and governance of priority & strategic projects.
- Translate executive objectives into actionable project plans, roadmaps, KPIs, and milestones.
- Oversee the design and rollout of AI and automation initiatives to modernize operations.
- Conduct risk assessments, dependency mapping, change impact analysis, and benefits realization tracking.
- Facilitate Steering Committees, Executive Reviews, and cross-functional meetings to ensure alignment and decision-making.
- Business Analyst Function – Data, OPEX, and Executive Reporting
- Consolidate, analyze, and interpret operational and financial data to support performance management.
- Build and manage Power BI dashboards, scorecards, and performance reporting aligned with OPEX and Lean principles.
- Identify trends, outliers, top drivers, and root causes to provide actionable insights.
- Develop data-driven recommendations and improvement strategies using OPEX tools (e.g., RCA, Pareto, Ishikawa diagrams).
- Prepare executive-level PowerPoint presentations, storytelling summaries, and digital reports for leadership.
- Workforce Management (WFM) – Forecasting & Capacity Optimization
- Develop volume forecasts, staffing models, and capacity plans aligned with WFM best practices.
- Analyze workload trends, handle time metrics, arrival patterns, SLAs, and staffing requirements.
- Recommend hiring plans, shift strategies, cross-skilling, and workload balancing solutions.
- Build WFM dashboards and variance analysis reports (forecast vs actual).
- Partner with Operations to ensure staffing models are aligned with service requirements and business targets.
- Process Engineering – OPEX and Continuous Improvement
- Design, document, and optimize end‑to‑end processes to maximize efficiency, consistency, and quality.
- Conduct workflow mapping, time/motion studies, and process risk assessments.
- Identify automation and AI opportunities (RPA, intelligent routing, workflow simplification).
- Ensure processes and controls meet compliance, quality, and governance standards.
- Lead improvement projects to reduce cycle time, eliminate waste, and improve accuracy.
- People Management & Team Leadership
- Lead and develop a multifunctional team of Project Managers, Reporting Analysts, and Workforce Analysts.
- Provide coaching, professional development, and performance management.
- Establish clear goals, KPIs, accountability structures, and development plans.
- Foster a culture of innovation, data-driven decision-making, and continuous improvement.
- Ensure cross-training and capability building across PMO, Analytics, and WFM teams.
Key Performance Indicators (KPIs)
- Delivery of strategic program milestones and transformation goals
- AI adoption, automation benefits, and operational improvements realized
- Accuracy and quality of dashboards, analytics, and WFM forecasts
- Reduction in cost, cycle time, process waste, and service defects
- Executive satisfaction with reporting, insights, and decision support
- Team development, capability building, and retention
- Compliance with PMO, OPEX, and WFM standards
- Strength of cross-functional alignment and stakeholder engagement
Tools/Environment: RealPage UEM (AP Extract, Bill Pay), vendor portals, ticketing/case systems, MS Excel/Word/Outlook, internal scorecards & dashboards
Productivity & Collaboration
- Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
- Microsoft Teams, SharePoint, OneDrive
- Microsoft Copilot & AI-powered productivity tools
Analytics & Business Intelligence
- Power BI – dashboard creation, DAX modeling, data visualization
- Excel Advanced – PowerQuery, pivot modeling, forecasting, scenario planning
- SQL basics (optional but preferred for deeper data extraction)
- Data modeling best practices and performance tuning
Project & Program Management
- Microsoft Project / Planner
- Jira, Confluence, Asana, Trello (any major PM tool is acceptable)
- PMO templates: RAID logs, charters, dashboards, governance materials
- Agile/HYBRID toolsets (Scrum boards, sprint planning, retrospectives)
Workforce Management (WFM) Tools
- WFM forecasting & capacity planning tools
- e.g., NICE, Verint, Calabrio, Excel-based Erlang models
- Staffing model templates and workforce planning calculators
- Volume modelling, shrinkage calculators, queue management basics
Process Engineering & OPEX
- Process mapping tools (Visio, Lucidchart, Miro)
- Lean Six Sigma tools
- SIPOC, Pareto, RCA/Fishbone, Value Stream Mapping
- Automation/AI assessment tools (Power Automate, RPA platforms – nice to have)
Data Integration & Reporting
- Data ingestion and transformation tools
- CSV/Excel data integrations into Power BI
- Basic API or system-to-system understanding (not coding – conceptual only)
Work Environment
- Fast-paced, transformation-centric operations environment
- Cross-functional work setting involving Operations, Product, Technology, Finance, HR, and Process Excellence teams
- Hybrid collaboration (US-based leaders + PH operations)
- High exposure to executive leadership, strategy teams, and governance bodies
- Requires ability to manage multiple projects, deadlines, and workstreams simultaneously
- Strong culture of continuous improvement, innovation, and data-driven decision-making
- Utilizes AI tools across daily workflows for research, reporting, and optimization
Qualifications
Education
- Bachelor's Degree in Business, Engineering, IT, Analytics, Operations, or related field
- MBA, Master's Degree, or advanced certifications preferred
Experience
- 5+ years combined experience in Project Management, Business Analysis, OPEX, Workforce Management, or Process Engineering
- Strong background in operations, shared services, BPO, or technology-driven environments
- Proven track record leading AI/digital transformation programs
- Experience leading multi-disciplinary teams across project, analytics, and workforce functions
Technical & Professional Skills
- Advanced proficiency in Power BI, Excel, PowerPoint, and analytics tools
- Strong knowledge of project management methodologies (Agile, Waterfall, Hybrid)
- Expertise in OPEX, Lean, and process improvement tools
- Workforce Management expertise (forecasting, capacity planning, staffing models, scheduling)
- Strong analytical thinking, root cause analysis, and problem-solving skills
- Excellent executive communication, storytelling, and stakeholder influence
- Certifications preferred: PMP, Lean Six Sigma, Scrum, WFM Certifications, Prosci
- Formal Lean Six Sigma training/certification (Yellow/Green/Black Belt).
- Experience leading transitions/implementations and automation initiatives.
- AI & Automation: Proficient, developed and launched AI-driven tools to enhance process efficiency
Preferred Knowledge / Skills / Abilities
- Experience with RealPage UEM at scale (AP Extract, Bill Pay, scorecards) and property management industry exposure.
- Formal Lean Six Sigma training/certification (Yellow/Green/Black Belt).
- Experience leading transitions/implementations and automation initiatives.
- AI & Automation: Developed and launched AI-driven tools to enhance process efficiency
