associate Tech Support managerUnitedHealth Group

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 diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.
Primary Responsibilities:
Oversees day-to-day operations and handle escalations during US business hours and off-business hours
Coordinate, supervise, and be accountable for the daily activities of business support, technical or production team or unit
Shall be the point of contact when counterpart team or onshore team will not be available in the event of Business Continuity or Disaster Recovery, to initiate having the team be available for continuous operation of the Service Desk team
Shall partner with OCT Service Desk Leadership and drive their priorities/special projects within Philippines (e.g., planning for additional services delivered from PH, SLA improvement initiatives etc.)
Work closely with OCT partners and other stakeholders within Philippines, India and United States, and own planning & forecasting activities, for staff, workspace & IT assets (e.g., 8+4 forecasts)
Work closely with the SD Leadership in ensuring adherence to company policies and procedures regarding the safeguarding of protected information such as personal health information (PHI/PII), access to corporate systems and other compliances warranted by local labor laws
Work closely with the SD Leadership in creation and upkeep of documents like SOPs and Job Aids etc.
Work closely with the SD Leadership in creating and closely tracking statistical metrics regarding tickets and contact quality, first call resolution, average speed of answer etc.
Shall work with Offshore & Onshore Manager/s and be responsible to ensure adequate coverage is provided by the PH team and will oversee schedule adherence and shift rotation plans
Work closely with the SD Leadership in delivering value to US Commercial Business by identifying process improvement areas, automation opportunities etc. and partner with OCT Leaders to drive these initiatives
Work closely with the SD Leadership in identifying training needs of the PH team and working with various stakeholders to enable them
Mentor and coach PH team and drive employee experience initiatives and motivate PH team to give their best
Shall own other staffing activities like performance management, staffing and hiring
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
Market Competitive Benefits and Pay Levels
Great Workplace
Career Growth and Development
Required Qualifications:
5+ years of Customer Service Support/Technical Support or IT Service Desk environment in a Supervisory or Managerial role
Experience in Identifying and driving KPIs and Metrics. Data gathering and analysis skills, including ability to interpret, articulate, and put together action plans
Call Quality Monitoring
Experience Identifying and executing automation and process improvement initiatives to improve efficiencies
In-depth knowledge and hands-on experience supporting various applications and/or IT Service Desk tools and systems
Personal Attributes:
Good understanding of the organization's goals and objectives
Solid interpersonal, written, and oral communication skills
Able to conduct research into security issues and products as required
Ability to prioritize and execute tasks in a high-pressure environment and make sound decisions in emergency situations
Ability to present ideas in a friendly manner
Solid stakeholder service orientation
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.
UnitedHealth Group

Muntinlupa City, Metro Manila
Permanent
Full-time