Operational Performance & Analytics Manager

Further Group; Madrid; Híbrido; EUR 90.000 - 120.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Cobee for social benefits

Wellhub wellbeing platform

Happy At Work employer Cert.

Descripción de la vacante

Further Group is seeking an Operational Performance & Analytics Manager to steer reporting, automation and governance for Customer Operations in an international healthcare business. You will lead a small analytics team, deliver executive-level insights, and partner with Finance, IT, Product and leadership.

The role emphasizes turning data into action, owning dashboards, and driving cost visibility, efficiency and performance improvements in a fast-growing, global context in Madrid.

Formación

• 7+ years’ experience in health insurance, IPMI, claims operations, analytics, and operational performance.

Responsabilidades

• 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 leadership, insurers and internal stakeholders.
• Translate operational data into insights, conclusions and recommended actions.
• Identify trends, bottlenecks and recurring issues across claims, TPAs and service delivery.
• Lead budgeting, forecasting, CAP monitoring and COGS analysis.
• Drive automation to reduce manual reporting and improve accuracy and timeliness.

Conocimientos

Advanced Excel

Executive reporting

Stakeholder management

Herramientas

Power BI

Descripción del empleo

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 as Operational Performance & Analytics Manager.

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.

In a high‑impact role, 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.

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 also explain what the data means, what action should be taken, and how impact should be measured.

Key responsibilities

• 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

Hybrid working model – three days in the office and two days at home.

Competitive compensation package that rewards performance and skills.

Modern, open‑plan office in a beautiful building in central Madrid, close to transport hubs, with complimentary fruit, tea and coffee.

Employee benefits include Cobee for social benefits and flexible compensation, and Wellhub, a platform designed to support well‑being and promote an active, healthy lifestyle.

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.