senior director general Management - 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)
Primary Responsibilities:
Lead multifunctional Team of 1500-1700 FTE's spread across multiple OGS Locations in Philippines independently with minimal support from the Leadership
Leads teams that have Provider Contact Center operations responsibilities including managing upstream and downstream Business stakeholder's priorities, investigating delays and bottlenecks in TAT, rework and service Issues, reviewing current achievement on Service Readiness, etc.
Domain expert for the Contact Center Operations representing OGS in New Opportunities and providing thought Leadership
Uses appropriate control mechanisms to monitor and manage multiple teams and serves as contact point for OGS Leadership and Onshore stakeholders.
Provides thought leadership, identifies opportunities and ensures execution and high level of delivery on all projects related to Automation, Innovation and Operational Excellence etc.
Fosters and collaborates with all internal and external customers to ensure customer satisfaction.
Builds and reviews business scorecards and performance metrics for the assigned teams and appropriately builds action plans.
Partners with the Senior Leadership in planning, implementation and evaluation / modification of existing operations, systems and procedures.
Drives teams to maximize performance while maintaining high standards of quality & ensure the organization meets Service Level Agreements / Performance Guarantee goals.
Establishes and maintains an environment conducive of positive morale, creativity and team work and partners in the formulation of career progression / employee development plans
Hiring, coaching, mentoring and performance management of staff to ensure talent is working toward improving our business and servicing our customers
Collaborates with Human Capital to develop and implement retention strategies and champion the People Engagement practices
Manages the peak staffing requirements by working closely with the Customers
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
18 - 20 years' experience in the BPO Industry with a large part being spent in managing Contact Center Ops
Experience in new project migrations and overseeing planning and implementation to ensure the project moves to steady state without hiccups
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. © 2021 Optum Global Solutions (Philippines) Inc. All rights reserved.
Job Keywords: Senior Director, General Management, Taguig City, NCR, BPO, Call Center, Contact Center, National Capital Region,
UnitedHealth Group

Taguig City, Metro Manila
Permanent
Full-time