Manager, Technical Support

UnitedHealth Group

Cebu City, Cebu
Permanent
Full-time

1 month ago

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:

Oversee day to day Operations and handle escalations during PH time
Shall 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 & forecasting activities, for staff, workspace & IT assets (e.g. 8+4 forecasts)
Shall be responsible for ensuring 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.
Shall be responsible for creation and upkeep of documents like SOPs and Job aids etc.
Shall be responsible for creating and closely tracking statistical metrics regarding tickets and contact quality, first call resolution, call handle time etc.
Shall work with team leads and be responsible to ensure adequate coverage is provided by the PH team and will oversee schedule adherence and shift rotation plans
Shall be responsible for delivering value by identifying process improvement areas, automation opportunities etc. and partner with OCT Leaders to drive these initiatives
Shall be responsible for Identifying training needs of the PH team and working with various stakeholders to enable them
Mentor and coach PH team and drive employee experience initiatives and motivate PH team to give their best
Shall own other staffing activities like performance management, staffing and hiring
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 in a leadership capacity of a business unit (preferably Information Technology, but not required)
10+ years IT experience
5+ years experience identifying, measuring and driving KPIs, metrics, data gathering, analysis skills, including ability to interpret, articulate, and put together action plans
Experience Identifying and executing automation and process improvement initiatives to improve efficiencies

Personal Attributes:

Proven good understanding of the organization's goals and objectives
Solid interpersonal, written, and oral communication skills
Able to conduct research into Security issues and products as required
Ability to prioritize and execute tasks in a high-pressure environment and make sound decisions in emergency situations
Ability to present ideas in a friendly manner
Solid stakeholder service orientation

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.

UnitedHealth Group

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