associate Technical Support manager - itsd - muntinlupa city, ncrUnitedHealth Group

Combine two of the fastest-growing fields on the planet with a culture of performance, collaboration and opportunity and this is what you get. Leading edge technology in an industry that's improving the lives of millions. Here, innovation isn't about another gadget, it's about making health care data available wherever and whenever people need it, safely and reliably. There's no room for error. Join us and start doing your life's best work.(sm)
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 (JMH) 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
Required Qualifications:
5+ years of Customer Service Support/Technical Support or IT Service Desk environment in a Supervisory or Managerial role
5+ years of experience in Identifying and driving KPIs and Metrics. Data gathering and analysis skills, including ability to interpret, articulate, and put together action plans
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
Knowledge of Call Quality Monitoring
Personal Attributes:
Good understanding of the organization's goals and objectives
Strong interpersonal, written, and oral communication skills
Strong stakeholder service orientation
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
Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make health care work better for everyone. So when it comes to how we use the world's large accumulation of health-related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity to do your life's best work.(sm)
Diversity creates a healthier atmosphere: Optum is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.
Optum is a drug-free workplace. © 2022 Optum Global Solutions (Philippines) Inc. All rights reserved.
UnitedHealth Group

Alabang, Muntinlupa City
Permanent
Full-time