Technical Support Manager, Private Commercial - Muntinlupa CityUnitedHealth Group

Position Description
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)
Positions in this function provide technical support to the enterprise. This function includes employees working on incident management response and restoration; determination of issue priority, provisioning, and service request fulfillment; installations, upgrades, and releases/deployments; and problem management analysis and resolution. It also includes data center construction, operations, and maintenance employees. Impact of work is most often at the local level.
Primary Responsibilities:
Oversee day to day Operations and handle escalations during PH time
Partner with OCT Service Desk leadership and drive their priorities/special projects within Philippines (PH) e.g. planning for additional services delivered from PH, SLA improvement initiatives, etc.
Work closely with OCT partners and other stakeholders within PH and own planning and forecasting activities, for staff, workspace and IT assets (e.g. 8+4 forecasts)
Ensure 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
Creation and upkeep of documents like SOPs and Job aids etc.
Create and closely track statistical metrics regarding tickets and contact quality, first call resolution, call handle time, etc.
Work with team leads and ensure adequate coverage is provided by the PH team and will oversee schedule adherence and shift rotation plans
Deliver value to JMH by identifying process improvement areas, automation opportunities etc. and partner with OCT Leaders to drive these initiatives
Identify training needs of the PH team and work with various stakeholders to enable them
Mentor and coach PH team and drive employee experience initiatives and motivate PH team to give their best
Own other staffing activities like performance management, staffing and hiring
Manage and be accountable for professional employees and/or supervisors
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:
10+ years of experience running voice-based service desks and supporting North American clients
Experience Identifying and executing automation and process improvement initiatives to improve efficiencies
In-depth knowledge and hands-on experience supporting to various application used at JMH
Data gathering and analysis skills, including ability to interpret, articulate, and put together action plans
Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make the health system 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 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. © 2020 Optum Global Solutions (Philippines) Inc. All rights reserved.
Job Keywords: Technical Support Manager, Private Commercial, Tech Support, JMH, Alabang, Muntinlupa City, NCR, National Capital Region
UnitedHealth Group

Muntinlupa City, Metro Manila
Permanent
Full-time