Manager, Technical Support

2 weeks ago

Cebu City, Central Visayas, Philippines UnitedHealth Group Full time

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:

  • Provides leadership to the department assigned, and is accountable for the performance and direction through multiple layers of management and senior level professional staff
  • Develops and executes strategies for a function that span a large business unit or multiple markets/sites
  • Directs teams to resolve business problems that affect multiple functions or disciplines
  • Directs product, service or process decisions that are most likely to impact multiple functions and/or customer accounts (internal or external)
  • Develop/oversee/deliver operational or technical training required by the team
  • Works on repetitive/ recurring tasks daily with defined daily, weekly or monthly measurable output; Deliverables are highly measurable and quantifiable; Daily tasks are very transactional and have defined outputs (established metrics)
  • Provides output that have a solid and direct influence on the revenue of the business as well as team performance
  • Determine headcount/capacity by client portfolio, i.e., new client contracts drive additional headcount, client attrition results in headcount reduction
  • Prepares executive level presentation, case studies, root cause analysis
  • Collaborate and set regular cadence with vendors or partners on tools, applications improvements
  • Initiate Continuous Service Improvement activities among leaders and execute according to timelines
  • Create and execute strategic plans for the overall improvement of the Service Desk team
  • Develop a career progression plan for team members
  • 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 regard 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:

  • 7+ years of recent experience in handling a Service Desk voice/call-center setup environment as a Lead or Sr. Lead with minimum of 50+ FTE
  • Six Sigma trained or certified
  • ITIL 4 trained or certified
  • Knowledgeable in data analytics and calculating tools
  • Knowledgeable in creative visual presentation
  • Intensive understanding of business SLAs and KPIs in a Service Desk operation
  • Solid interpersonal, and communication skills with the ability to cross between technical and non-technical audiences
  • Can report onsite daily

Required Qualification:

  • Healthcare background

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.

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. 2024 Optum Global Solutions (Philippines) Inc. All rights reserved.


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