Operational Insights Manager

Role Purpose
The Operational Insights Manager leads the GCC-based Operational Insights team, providing analytical capability that helps Care ADHD make better, faster and more evidence-based decisions.
Working closely with operational leaders across the UK and India, the role is responsible for translating data into actionable insights, identifying opportunities for operational improvement, supporting capacity and performance management, and providing analytical challenge to senior leaders.
This is not a reporting-production role. The Operational Insights Manager acts as a trusted partner to operational and executive leaders, ensuring decisions are informed by robust analysis, clear interpretation and meaningful recommendations.
The role combines technical analytical capability, stakeholder management and team leadership, requiring someone who can move comfortably between detailed analysis and strategic discussion.
Key Responsibilities
Operational Performance & Business Insights
· Lead the production of operational analysis across service delivery, client services, clinical operations and support functions.
· Translate data into actionable insights that support decision-making and operational improvement.
· Identify trends, risks, bottlenecks and opportunities across the patient journey and wider business operations.
· Provide proactive recommendations that improve efficiency, capacity, quality and patient experience.
· Support forecasting, capacity planning and operational modelling activities.
Executive & Leadership Insight
· Act as a trusted analytical partner to senior leaders.
· Present findings, recommendations and performance insights in a clear and commercially relevant manner.
· Challenge assumptions and decision-making using objective data and evidence.
· Support the preparation of executive papers, board reporting and strategic reviews.
· Ensure leaders have access to high-quality management information that supports effective decision-making.
Operational Excellence Partnership
· Work closely with Operational Excellence, PMO, Digital Operations, Product and Service Delivery teams.
· Support process improvement and transformation initiatives through analytical input.
· Quantify the impact of improvement initiatives and track realised benefits.
· Help prioritise improvement opportunities based on data and operational impact.
Data Quality & Governance
· Promote high standards of data quality, integrity and governance.
· Support the development of consistent definitions, measures and reporting standards across the organisation.
· Ensure analysis is produced in line with relevant governance, confidentiality and data protection requirements.
· Develop awareness of regulatory and operational risks associated with healthcare data.
Team Leadership
· Lead and develop Operational Insights Analysts within the GCC.
· Provide coaching, quality assurance and professional development support.
· Allocate workload across the team and manage competing priorities.
· Establish analytical standards, documentation practices and quality controls.
· Build a high-performing insights function capable of supporting a rapidly scaling organisation.
Reporting & Visualisation
· Collaborate with our Data team to support the production of dashboards, reporting packs and performance metrics.
· Ensure reporting is accurate, meaningful and focused on decision-making rather than simply data presentation.
· Support the development of self-service reporting capabilities where appropriate.
· Work with technical teams to improve access to operational data and reporting tools.
What Good Looks Like
· Leadership teams use insight to drive decisions rather than relying on anecdotal evidence.
· Risks, trends and capacity issues are identified before they become operational problems.
· Improvement opportunities are supported by robust analysis and measurable outcomes.
· Reporting is trusted, consistent and focused on actions rather than information overload.
· Analytical outputs are clear, commercially aware and accessible to non-technical audiences.
· The Operational Insights team is viewed as a trusted partner to operational and executive leaders.
Essential Experience
· 7–12 years' experience in business analytics, operational analytics, consulting, performance improvement or a related discipline.
· At least 2–3 years in a people leadership role or trusted-advisor capacity, rather than purely technical analytical roles.
· Experience working within a GCC, shared services or multinational environment supporting an overseas HQ.
· Experience supporting senior operational or executive stakeholders through data-driven decision making.
· Strong analytical capability, including experience working with large and complex operational datasets.
· Advanced Excel skills and strong experience using SQL or equivalent tools.
· Experience using business intelligence and visualisation tools such as Power BI and Tableau.
· Strong, clear, confident written and verbal English communication skills.
· Experience presenting findings to senior leaders and influencing decision-making.
· Confidence challenging assumptions and providing constructive data-led challenge to stakeholders.
· Strong attention to data quality, governance and information security.
Desirable Experience
· Prior experience in healthtech, healthcare, financial services, BPO, consulting or other operationally complex environments.
· Background in management consulting, Big 4 advisory, operational transformation or performance improvement.
· Experience supporting rapid organisational growth and scaling operations.
· Understanding of healthcare performance metrics and regulated environments.
· Experience building or leading analytics teams.

Work arrangement
No