Client: U.S.-based Healthcare Conglomerate
Shared With: Sigmoid Analytics
Role: Project Execution Lead @ UST
Duration: ~2 Years
Theme: Reporting Ops | Workflow Design | Low-Tech Enablement
🧩 Background
The client’s internal ops team was overwhelmed with a rising volume of reporting requests — fragmented, inconsistent, and often overlapping. Despite being a crucial unit in the org’s reporting backbone, their delivery ecosystem lacked process guardrails and visibility.
Business teams submitted asks via Teams chats, Excel files, and emails. There was no single source of truth to track requests, timelines, or ownership — leading to confusion, rework, and operational inefficiencies.
🚧 Challenges Identified
- No defined intake lifecycle for requests
- Work items spread across multiple formats (emails, chats, shared folders)
- Business users had no way to track progress or status
- Ops team had to chase clarity, often mid-delivery
- Repeated asks and versioning chaos
⚙️ My Role & Execution
Brought in as part of UST’s consulting engagement, I worked as the execution lead embedded within the client’s ecosystem. The goal: bring structure without adding noise. I focused on building a process that was manual but visible, and one that could be adopted without resistance.
Key actions:
- Mapped end-to-end lifecycle of how reporting requests were raised, understood, and delivered
- Built an intake-to-delivery framework using only Excel and Teams (no tool overhaul)
- Enabled shared visibility via trackers and structured weekly updates
- Acted as a single point of accountability to triage, tag, and move requests from intake to output
- Standardized communication flows with stakeholders across Ops, Business, and Tech
- Created templates and workflows that allowed the team to scale sustainably
✅ Outcomes
- Team transitioned from reactive firefighting to predictable delivery
- Business teams started logging requests systematically — reducing noise by ~40%
- Reduced rework instances and manual escalations
- Delivered a working model that was later adopted by parallel verticals in the org
🧰 Methods & Tools Used
Excel · MS Teams · Manual Intake Framework · Weekly Status Cadence · Email Structuring
Leave a Reply