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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.

A Director of Special Projects and Reporting, Contact Center Operations plays a pivotal role in overseeing and guiding the personnel and operations within an organization or department. Their responsibilities encompass implementing operational strategies, conducting performance assessments, and supervising day-to-day activities to ensure the business remains productive, efficient, and well-organized. He will oversee and drive all strategic projects for the capability. May include day to day site operations, management leadership internal and external to organization, accountable for financial and non-financial results (budgets and actuals). Project management and implementation, staff management. Responsible for the coordination and completion of projects across various functional areas. Typically, employees in this function are working towards or have achieved certification in project management.

Primary Responsibilities:

• Aspects of Project/Business Management, including but not limited to; Initiation, planning, design, execution, monitoring and controlling including change control and project closure - ensuring predictable and successful delivery

• Organizing and motivating project teams, directing the project and all stakeholders involved to successful delivery

• Effective and Transparent communications ensuring the flow of information to all stakeholders involved

• Develops and executes strategies for a function or discipline that span a large business unit or multiple markets/sites

• Develop and execute a comprehensive business transformation strategy for the contact center capability

• Using Data Analytics identify and implement special projects to enhance consumer experience and reduce operating cost

• Create a robust MIS operating model to drive better business outcomes

• Work closely with business leads and support functions to drive cross functional horizontal projects

• Identify Automation opportunities and drive solider Ops-Tech partnership

• Project manage all strategic initiatives for the contact center capability

• Work with Operational Excellence group and standardise Innovation framework across the contact center capability

• Work with Learning Solutions to create leadership development plan on Lean Six Sigma, Design Thinking and Data Analytics

• 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:

• At least 10 years of experience in BPO Operations

• Experience in Business Transformation Projects involving Operations-Technology Partnership

• Experience in Data Analytics - identification of problems, hypothesis creation, data gathering and coding (using SQL, Python, AWS, R/SAS), presentation of findings and creation of recommendations

• Expert in reporting (using Power Point, Excel) and creating dashboards (using Tableau, Power BI)

• Proficient in organization wide strategic project management

• Proven ability to be an individual contributor

Preferred Qualification:

• MBA and BFSI experience

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