The Role
Lead a large service delivery team (150+), drive SLA/KPI performance, manage supervisors, client interactions, reporting and dashboards, oversee staffing/budgeting, enforce process improvements and Lean methodologies, handle shift/office requirements and special projects.
Summary Generated by Built In
Requisition Number: 2370282
Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.
Primary Responsibilities:
Required Qualifications:
Interpersonal Skills:
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.
#njp
Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.
Primary Responsibilities:
- Lead a team of 150+ resources along with Supervisors and or Deputy Managers
- Time sensitive, accountable for deliverables, SLA's and KPI assigned to the team
- Ensure MBO Goals are tracked & achieved
- Client interactions, and updates
- Updates on OBR, QBR with leadership
- Manage assigned special projects and adhoc tasks to completion within target date
- Work with US counterparts on process related subjects
- Conducts regular performance reviews & discussions with employees and drive consistency and efficient performance for the team
- Help his/her employees on any administrative needs and enable them to foster an environment of teamwork & employee satisfaction
- Address operational issues and concerns in a timely fashion
- Share best practices and support team goals and objectives
- Ensure all process/people related reports are published within a defined timeframe
- Govern the overall performance for complete Teams, process assigned to the individual and act as an owner of those respective businesses
- Be a self-driven and have decision making skills
- 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:
- Overall experience of 12+ years with 8+ years of People Management experience
- Experience in People Management, Performance management
- Thorough understanding of AEP or Open Enrollment season
- Knowledge of organizational structure, workflow, and operating procedures
- Knowledge of reporting, data visualization and presentation of dashboards
- Knowledge of development and career progression planning for AM's and their DR's
- Working knowledge of budgeting, cost estimating, capacity utilization principles and procedures
- Quality centric, aware of VSM, Lean Six sigma methodologies, RCA, 5 Why's
- Proven excellent People Management skills including - rapport building/performance management/attrition management/shrinkage management/inventory & capacity management
- Proven ability to constantly drive Operational and Performance excellence
- Proven innovative bent and ability to challenge status Quo
- Proven ability to prepare weekly/monthly/annual business plans including operating budgets
- Willing to work from office (100% RTO) as per Business requirement
Interpersonal Skills:
- Excellent verbal and written communication skills
- Creative, responsive and adaptive in a dynamic environment and a good team player
- Adhere & drive all established company policies & procedures
- Ability to work independently and creatively research and implement new solutions
- Ability to work under pressure and deliver within required turn-around times
- Should be flexible to adapt to quick delivery models
- Should be flexible to work in Evening/Night Shifts - 5:45/8:45 PM Shift throughout the year
- Flexible to support the team during holidays and work extended hours as per the Business requirement
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.
#njp
Skills Required
- Overall experience of 12+ years
- 8+ years of people management experience
- Experience in people management and performance management
- Thorough understanding of AEP or Open Enrollment season
- Knowledge of organizational structure, workflow, and operating procedures
- Knowledge of reporting, data visualization and dashboard presentation
- Knowledge of development and career progression planning for AMs and direct reports
- Working knowledge of budgeting, cost estimating, and capacity utilization principles
- Quality centric; familiarity with VSM, Lean Six Sigma, RCA, and 5 Whys
- Proven people management skills (rapport building, performance, attrition, shrinkage, inventory & capacity management)
- Proven ability to drive operational and performance excellence
- Proven ability to prepare weekly/monthly/annual business plans including operating budgets
- Willingness to work from office (100% RTO)
- Flexible to work evening/night shifts (5:45/8:45 PM) and support holidays/extended hours
- Excellent verbal and written communication skills
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The Company
What We Do
Optum, part of the UnitedHealth Group family of businesses, is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together. At Optum, we support your well-being with an understanding team, extensive benefits and rewarding opportunities. By joining us, you’ll have the resources to drive system transformation while we help you take care of your future. We recognize the power of connection to drive change, improve efficiency and make a difference in health care. Join a team where your skills and ideas can make an impact and where collaboration is key to creating technology that produces healthier outcomes.
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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 and the responsibilities of each role. These models, core on‑site (5 days/week), hybrid (4 days/week) and telecommute or fully remote, vary by country, role and location.
Typical time on-site:
Not Specified
