Operational Performance & Analytics Manager

Further Group; Madrid; Hybrid; EUR 90,000 - 120,000; Full time

Benefits offered by this job

Hybrid working model

Competitive compensation package

Modern office in central Madrid

Fruit, tea and coffee provision

Cobee benefits platform

Wellhub wellbeing platform

Job summary

Further Group is seeking an experienced Operational Performance & Analytics Manager to transform Customer Operations into a data-driven, scalable engine. You will lead claims analytics, SLA/KPI governance, budget tracking and COGS analysis across an international healthcare business.

You will build insights-driven reporting, manage a small analytics team, and drive automation and continuous improvement to deliver measurable cost control and service quality improvements.

Qualifications

• 7+ years’ experience in health insurance, IPMI, claims operations, analytics, and operational performance.
• Strong understanding of healthcare claims, medical claims flows, provider billing, payment accuracy, claims reporting or reimbursement processes.
• Proven experience turning complex operational data into management insights and executive level reporting.

Responsibilities

• Own and continuously improve Customer Operations performance reporting for leadership, ExCo, insurers and internal stakeholders.
• Identify trends, outliers, bottlenecks and recurring issues across claims, providers, TPAs and service delivery.
• Lead budgeting, forecasting, cost tracking, operational financial controls or COGS analyses.
• Manage and develop a small team responsible for operational reporting, billing, reconciliations and analytics.
• Drive automation initiatives to reduce manual work and improve accuracy, scalability and timeliness of reporting.

Skills

Healthcare analytics

Stakeholder management

Advanced Excel

Power BI

Job description

Further Group is a fast-growing and dynamic company at the forefront of innovation, leveraging cutting-edge technology and a deep understanding of the healthcare sector to deliver turnkey solutions for the treatment of serious medical conditions.

Our company works with insurers, large employers, and affinity organizations worldwide, to accelerate consumer access to the best treatment choices. As the global leader in our field, we are seeking a highly experienced and dynamic individual to join us Operational Performance & Analytics Manager.

Further Group is looking for a Operational Performance & Analytics Manager to help transform our Customer Operations function into a more data-driven, scalable and insight-led operational engine.

This role is part of Further's transformation towards a more scalable, insight-driven operating model. The successful candidate will have the opportunity to shape the future operational performance framework of an international healthcare business, building new capabilities in reporting, automation, operational intelligence and performance governance.

This is a high-impact role for someone with strong healthcare claims, insurance operations, financial control and analytics experience. You will lead the operational intelligence function within Customer Operations, overseeing claims analytics, SLA and KPI performance, budget and COGS tracking, provider and TPA performance, insurer/reinsurer reporting, and continuous improvement governance.

You will manage a small team and work closely with Customer Operations, Finance, Medical Management, Medical Network, Product and senior leadership. Your work will help us understand cost drivers, provider variation, claims trends, leakage, service performance and operational risks and translate these insights into measurable improvements.

We are looking for someone who is analytical, highly organized, commercially aware and comfortable operating in a specialized healthcare environment. The right person will not only produce reports, but explain what the data means, what action should be taken, and how impact should be measured.

This is an opportunity to build a stronger operational performance function in a growing international healthcare company, with visible impact on service quality, cost control, insurer confidence and patient outcomes.

Key responsibilities:

2. Budget, Forecasting, COGS & Financial Control

3. SLA, KPI & Continuous Improvement Governance

4. Claims Analytics, Trends & Leakage Detection

5. Team leadership

• Operational Performance & Management Information
• Own and continuously improve Customer Operations performance reporting, including claims activity, service volumes, SLA performance, operational productivity, COGS and cost trends.
• Build a robust monthly operational performance pack for Customer Operations leadership, ExCo, insurers, reinsurers and internal stakeholders.
• Translate operational data into clear insights, conclusions and recommended actions, rather than static reporting.
• Identify trends, outliers, bottlenecks and recurring operational issues across claims, case management, providers, TPAs and service delivery.
• Support the development of insurer-grade reporting and business performance narratives.
• Manage the performance governance of service TPAs and operational providers.
• Monitor TPAs contractual obligations, service levels, fee schedules, invoices, performance trends and service quality.
• Act as Customer Operations business owner for performance, reporting and operational automation requirements.
• Ensure dashboards and MI tools are not only technically delivered but operationally adopted and used for management decisions.
• Lead Customer Operations budget tracking, forecasting, CAP plan monitoring and COGS analysis.
• Work closely with Finance, Insurers and Reinsurers to validate cost allocation, payment flows, claims funds, reconciliations and reporting requirements.
• Provide monthly visibility on operational cost drivers, cost avoidance, realized savings, risks and forecast deviations.
• Own the operational rhythm for Customer Operations KPIs, SLAs, productivity, service quality and continuous improvement actions.
• Support the Head of Customer Service in building a more autonomous, accountable and insight-led management layer.
• Drive automation initiatives that reduce manual operational work and improve the accuracy, scalability and timeliness of reporting and controls.
• Analyse claims experience to identify leakage, overpayment, inefficient pathways, provider variation, drug cost outliers, utilization failures and process inefficiencies.
• Manage and develop a small team responsible for operational reporting, billing, reconciliations and analytics.
• Coach analysts to move from task execution to insight generation.
• Build a high-performing operational intelligence function that enhances the reputation and impact of Customer Operations.

We'd love to meet someone who:

• 7+ years’ experience in health insurance, IPMI, claims operations, analytics, and operational performance.
• Strong understanding of healthcare claims, medical claims flows, provider billing, payment accuracy, claims reporting or reimbursement processes.
• Proven experience turning complex operational data into management insights and executive level reporting.
• Experience managing budgets, forecasts, cost tracking, operational financial controls or COGS.
• Advanced Excel skills and strong working knowledge of Power BI or equivalent BI tools.
• Strong stakeholder management across Operations, Finance, IT, Product and senior leadership.
• Excellent written and spoken English.

Personal attributes:

• Highly analytical, but pragmatic.
• Commercially aware and operationally hands-on.
• Comfortable with ambiguity, imperfect data and evolving processes.
• Able to challenge constructively and influence without formal authority.
• Strong enough to raise standards, but collaborative enough to build trust.
• Curious about the business, not just the process.
• Comfortable in a lean, growing, international organization where every role has visible impact.
• Motivated by building a function, not maintaining the status quo.

What we're offering:

Are you looking for a new challenge in your career? Do you want to join a growing, dynamic and engaged international company with perspective for significant growth? If so, we have the perfect opportunity for you!

We are looking for talented professionals who want to work in a hybrid working model, where you can enjoy the best of both worlds: three days in the office and two days at home. You will also benefit from a competitive compensation package that rewards your performance and skills.

As part of our team, you will collaborate with colleagues from different countries and backgrounds, sharing your expertise and learning from theirs. You will work in a modern, open plan office in a beautiful building in central Madrid, close to transport hubs. And you will have access to complementary fruit, tea and coffee to keep you energized throughout the day.

In addition, we offer attractive employee benefits, including Cobee for social benefits and flexible compensation, as well as Wellhub, a platform designed to support your well-being and promote an active, healthy lifestyle.

If this sounds like the ideal job for you.

Further is a certified “Happy At Work” employer. We earned the “We Impact Index” certification along with a Bronze Medal from Ecovadis, demonstrating our dedication to a positive work environment and impactful ESG practices.

We believe passionately that employing a diverse workforce is central to our success. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital, or disability status.