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 integral 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,

📌 Operational Performance & Analytics Manager (Madrid)
🏢 Further Group
📍 Madrid