Manager, Business Intelligence & Data Integrity - Insurance

Key Responsibilities

• Provide direct leadership to a team of Call Center Managers and/or Business Managers, ensuring alignment to operational goals, performance standards, and enterprise priorities.
• Set clear expectations and accountability for service delivery, KPI performance, data integrity, and reporting discipline across operations teams.
• Drive operational excellence through standardized performance management, data-driven insights, and continuous improvement initiatives.
• Partner with Operations Leadership to translate business objectives into measurable KPIs, dashboards, and management routines.
• Coach and develop managers to effectively leverage BI insights to improve productivity, quality, financial performance, and client outcomes.
• Foster a culture of accountability, data ownership, innovation, and operational rigor across teams.
• Support workforce planning, capacity management, and performance optimization through accurate and reliable reporting.

Project Management & Delivery

• Lead end-to-end BI, reporting, and data governance initiatives, including scope definition, timelines, budget, risk mitigation, and resource planning.
• Manage multiple concurrent initiatives using Agile, Waterfall, or hybrid delivery methodologies.
• Facilitate project governance forums, executive steering committee updates, and cross-functional stakeholder communications.
• Develop and execute roadmaps for reporting modernization, automation, and data quality initiatives.
• Identify and mitigate risks related to data accuracy, system integrations, dependencies, and operational impact.
• Ensure timely delivery of dashboards, reports, and reporting process improvements.
• Drive structured change management and adoption of reporting tools and governance standards across operations.

Power BI Development & Analytics

• Design, build, and maintain enterprise-level Power BI dashboards, scorecards, and automated reporting solutions.
• Develop advanced data models using DAX, Power Query, SQL, and industry best-practice schema designs.
• Deliver executive and operational dashboards with drill-through functionality, trend analysis, and actionable insights.
• Optimize performance, refresh reliability, usability, and scalability of BI solutions.
• Establish KPI frameworks aligned to operational, financial, and strategic business objectives.
• Integrate data from SQL databases, Excel, CRM, ERP, workforce management systems, APIs, and cloud platforms.
• Investigate and resolve reporting discrepancies, data anomalies, and performance issues.
• Build, own and maintain Power BI Dashboards department wide within the Call Center delivery team, Training, WFM, and Call Center QA.

Data Integrity, Governance & Quality Assurance

• Establish, enforce, and mature department data integrity and governance standards.
• Lead reconciliation, root-cause analysis, and audit activities to ensure reporting accuracy and trust.
• Define standardized KPI definitions, metrics, dimensions, and source-of-truth logic.
• Partner with IT, Operations, Finance, and Data Engineering teams to resolve data quality issues at the source.
• Maintain data lineage documentation, validation workflows, refresh controls, and exception reporting.
• Implement controls for duplicate prevention, missing data detection, transformation validation, and monitoring.
• Conduct periodic audits to ensure compliance with governance policies and reporting standards.
• Ensure reporting outputs meet executive-level expectations for accuracy, timeliness, and completeness.

Stakeholder & Business Partnership

• Translate complex business and operational requirements into scalable BI and governance solutions.
• Serve as a trusted advisor and liaison between Operations Leadership, IT, Finance, and Executive stakeholders.
• Present insights, risks, trends, and recommendations to senior leadership.
• Train managers and leaders on dashboard interpretation, KPI logic, and data ownership expectations as needed.
• Champion enterprise data literacy and self-service analytics adoption.