Manager, Business Transformation & Operations Intelligence

The Business Transformation & Operations Intelligence Manager is responsible for leading the organizations 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.

PRIMARY RESPONSIBILITIES

1. 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.

1. 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.

1. 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.

1. Process Engineering OPEX and Continuous Improvement

• Design document and optimize endtoend 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.

1. 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

Education

• Bachelors Degree in Business Engineering IT Analytics Operations or related field
• MBA Masters 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