Primary Responsibilities:
- Provides leadership to the department assigned, and is accountable for the performance and direction through multiple layers of management
- Develops and executes strategies for a function that span a large business unit or multiple markets/sites
- Directs teams to resolve business problems that affect multiple functions or disciplines
- Directs product, service or process decisions that are most likely to impact multiple functions and/or customer accounts (internal or external)
- Develop/oversee/deliver operational or technical training required by the team
- Works on Service Delivery tasks; With deliverables that are highly measurable and quantifiable; Daily tasks are very transactional and have defined outputs (established metrics)
- Provides output that have a solid and direct influence on the revenue of the business as well as team performance
- Determine headcount/capacity by client portfolio, i.e., new client contracts drive additional headcount, client attrition results in headcount reduction
- Prepares executive level presentation, case studies, root cause analysis
- Collaborate and set regular cadence with vendors or partners on tools, applications improvements
- Initiate Continuous Service Improvement activities among leaders and execute according to timelines
- Create and execute strategic plans for the overall improvement of the Service Desk team
- Develop a career progression plan for team members
- Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so
Required Qualifications:
- Bachelor's degree or equivalent
- Six Sigma trained or certified
- ITIL 4 trained or certified
- 8+ years of experience in handling a voice/call-center setup environment as a Lead or Sr. Lead with minimum of 50+ FTE
- Knowledgeable in data analytics and calculating tools
- Knowledgeable in creative visual presentation
- Intensive understanding of business SLAs and KPIs in a Service Desk operation
- Proven solid interpersonal, and communication skills with the ability to cross between technical and non-technical audiences
- Can report onsite as required
Preferred Qualification:
- Proven Healthcare background
At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone-of every race, gender, sexuality, age, location and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission.
Optum is a drug-free workplace. © 2025 Optum Global Solutions (Philippines) Inc. All rights reserved.
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What We Do
We’re the health care technology and innovation company of the UnitedHealth Group enterprise along with UnitedHealthcare. We’re a global organization that’s evolving health care so everyone can have the opportunity to live their healthiest life. With our hands across all aspects of health, we'll provide you with a rewarding career that enables you to grow in the directions that best fit your passions. This is your opportunity to be part of a team that’s dedicated to Caring. Connecting. Growing together.
Our global technology team consists of more than 30,000 innovators from around the world passionate about using technology to improve the lives of people and communities. We are modernizing the health care system through modern analytics, comprehensive clinical expertise, innovative technologies and extensive experience in improving operational and clinical performance.
As part of our team, you will be provided opportunities to channel your curiosity into initiative, working alongside distinguished engineers and developers pursuing innovations that improve the health care experience for everyone. We encourage you to dive in, explore and ask questions about creative ways to use technology to help make the health care system work like an actual system.
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Optum Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Optum has three workplace models that balance the needs of the business, the responsibilities of a job, and your preference for more flexibility. These models are core on-site 5 days/week, hybrid 3 day/s week and telecommute or fully remote.
