Specialty Services Senior Manager

2 weeks ago

Quezon City, National Capital Region, Philippines Optum Full time ₱60,000 - ₱120,000 per year

Job Summary

  • As a Senior Manager for Specialty Support, you will lead a dynamic team focused on providing on-demand technical expertise and assist in issue resolution for various care delivery functions and locations throughout the United States. You will need to drive strategic priorities and champion organizational process, procedures, and user experience.
    Passion for serving others and enabling the delivery of patient care will serve you well as you identify and drive improvements, partner with leadership on high visibility issues and escalations, and influence support operations.

Position Responsibilities

  • Manages a team of Leaders and/or Analysts who provide remote technical support
  • Provides leadership and is accountable for the performance of the team
  • Hires, trains, and develops leaders and analysts
  • Develops strategies, plans, and priorities for the team tied to organizational goals
  • Develops strong relationships across IT and the broader organization
  • Works within and beyond team to ensure user technology needs are being addressed in a timely manner with minimal delay
  • Provides escalated support through problem solving, listening, and having a high level of customer service
  • Deploys strategies to maximize uptime and minimize downtime
  • Provides timely business communication to key stakeholders
  • Reviews process, performance, activities, roles, and responsibilities with a focus on continuous process improvement

Qualifications

  • Required
  • BS/BA or equivalent experience
  • 5+ years relevant work experience
  • 5+ years supervisory experience
  • Advanced communication, presentation, and relationship management skills with the demonstrated ability to influence team members, peers, customers, and stakeholders
  • Demonstrated ability to think beyond own function or territorial boundaries and experience aligning decisions within the needs and goals of an entire organization
  • Ability to be a champion for change and continuous improvement
  • Customer service or relationship management experience
  • Proven experience contributing and aligning to a vision and translating that into practical action steps that create results
  • Proven experience leveraging performance metric data to drive improvement activities
  • Self-motivated and able to work with little direct supervision and drive results with disciplined follow-through

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