Quality and consumer experience manager - opex - taguig 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)
With every role in the company, each position has a requirement for building quality into every output. The Technology Quality Function is reserved for those positions where Quality is the primary objective of the work delivered. Technology Quality roles will cover all primary quality activity across all technology functions that ensure we deliver high quality products and services. These roles include, but are not limited to, strategy, planning, standards, process, policy, tools, engineering, assurance, management, metrics, research and development, automation, data preparation, maintenance, new development, operations and delivery.
Primary Responsibilities:
Reviews the work of others
Develops innovative approaches
Sought out as expert
Serves as a leader/ mentor
Operate and continuously improve the Quality and Customer Experience Framework for ITSS and its business segments within ITSS
Support the pillars of ITSS groups in identifying, verifying, analyzing, and implementing process improvement and process re-engineering opportunities
Develop process and technical analysis and re-engineering to improve efficiency and effectiveness of the quality operating model
Spearhead the Quality & CXM Transformational projects to improve the overall ecosystem of ITSS. Perform project management, analytics, and measure as needed to ensure milestones are met and deliverables achieved
Represent ITSS Quality and collaborate with other teams ( Operations and Support) in development of new process and transformation capabilities
Acts as the Technical and Project Management consultant of the Quality Team
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:
Undergraduate degree or equivalent experience
Minimum of 8 years of experience in IT Services (both Service Desk or Infrastructure environment)
Minimum of 3 years of experience in Transaction or Process Quality Management (Need not to be a QA but someone who has done this task as part of core responsibilities in his / her past role)
Demonstrate fundamental understanding to define and audit IT transactions and/or ITSM Processes using the following but not limited to:
ISO/ IEC 20000
HDI
ITIL V3 of V4 Foundation
Solid understanding on the industry trends for Customer Experience Management and its transformation journey
Must have solid technical skills on the following
Applications Support
VDI
Connectivity
Workstation Support
Machine Learning / Artificial Intelligence
Must have facilitated process or technical trainings in the past
Good ability to identify and articulate operational risks from people, process, product and partnership perspective
Intermediate communication skills
Keen to capture potential operational and process quality gaps which may lead to end user escalations and non-conformance
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.
Job Keywords: Quality and Consumer Experience Manager, OPEX, Niche, ITSM, ISO, IEC 20000, HDI, ITIL V3, VDI, Taguig City, NCR, National Capital Region
UnitedHealth Group

Taguig City, Metro Manila
Permanent
Full-time