Service Delivery Manager

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 inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.

Primary Responsibilities:

• Manages overall personnel, performance, and discipline of the assigned project(s)
• Provide expertise and leadership in assigned functional area
• Manage relationship with internal stakeholders and functions
• Manage all client interactions and client communication. Should front end the relationship with the client
• Review and analysis of periodic reports and metrics
• Evaluation of operational practices and procedures
• Establish and maintain a working environment conducive to positive morale, individual style, quality, creativity, and teamwork
• Provide directions to staff; ensure resolution of problems; sets priorities
• Actively provides input and assistance to the senior management in the planning, implementation, and evaluation / modifications to existing operations, systems, and procedures, specifically relating to his/her assigned project(s)
• Managing attrition and building retention strategies
• Preparation of annual business plans including operating budgets
• Negotiating solutions, resolving conflicts and anticipating/handling critical situations
• Providing regular performance feedback and giving frequent formal and informal coaching sessions
• Comply with all applicable Company policies, procedures, and business directives, changes including those relating to work location, team assignments, work schedules, and flexible work arrangements

Required Qualifications:

• Graduate degree in any discipline
• 5+ years in people manager role
• 2+ years of experience in Supervisor handling- Handling (Span of 60+ people with 2-3 AMs/ TL's reporting)
• Good understanding of the workforce model
• Led and executed OPEX initiatives to streamline processes, reduce costs, and improve service quality. Certification in Lean Lean six sigma & or similar methodologies
• Proven excellent Interpersonal skills

Preferred Qualifications:

• CPC 
• 10+ years of overall experience in healthcare operations 
• Proven ability to develop comprehensive planning and project management
• Demonstrated skill to examine and re-engineer operations and procedures
• Demonstrated solid interpersonal and communication skills
• Demonstrated ability to work effectively with a wide range of stakeholders

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.

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