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Service Delivery Manager

Optum, a UnitedHealth Group Company • Cebu City, Central Visayas, Philippines • 18h ago

Primary Responsibilities:

Manages and accountable for overall performance (financials efficiencies and metrics) of program/programs
Manages and accountable for the performance of team managers of the program
May be responsible and accountable to performance of business operations located in another site (this is based in Cebu but will have operations in Manila)
Sets team direction, resolves problems and provides guidance to members of own team
May oversee work activities of other supervisors
Adapts departmental plans and priorities to address business and operational challenges
Influences or provides input to forecasting and planning activities
Product, service or process decisions are most likely to impact multiple groups of employees and/or customers (internal or external)
Demonstrate understanding of internal/external factors that may drive caller questions/issues (e.g., recent plan changes, mass mailings, call directing/rerouting, weather emergencies)
Ask appropriate questions and listen actively to identify underlying questions/issues (e.g., root cause analysis)
Gather appropriate data/information and perform initial investigation to determine scope and depth of question/issue
Identify and coordinate internal resources across multiple departments to address client situations, and escalate to appropriate resources as needed
Proactively contact external resources as needed to address caller questions/issues (e.g., providers, labs, brokers)
Utilize appropriate knowledge resources to drive resolution of applicable questions/issues (e.g., websites, CRM tools, Onyx, Siebel, knowledge bases, product manuals, SharePoint)
Identify and communicate steps/solutions to caller questions/issues, using appropriate problem-solving skills and established guidelines, where available (e.g., workarounds, descriptions of relevant processes)
Offer additional options to provide solutions/positive outcomes for callers (e.g., online access to relevant information, additional plan benefits, workarounds for prescription delays)
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

Qualifications:

Bachelor’s degree
At least 4 years as Senior Operations Manager/Senior Team Manager
Strong appetite for leadership and management tasks.
Demonstrated ability to review metrics, ensure team efficiency, and contribute to team success.
Excellent program planning and execution skills
Strong analytical skills; very detail-oriented
Strong decision-making and problem-solving skills
Excellent communication and listening skills.
Willing to work onsite and on night shift
Willing to work in Cebu

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