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.
Key Responsibilities:
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.
Required Qualifications:
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
About the company
At Qualfon, we are focused on delivering engaging interactions and positive experiences that leave a lasting impression. When you work here, you have the power to make each person's life better. Our Qualfon Mission is to help as many people as possible pursue their total vocation - as individuals and as members of society - by creating an ever-growing number of job opportunities as we strive to become the partner of choice for our clients.
