Manager, Technical Support
UnitedHealth Group
- Cebu City, Cebu
- Permanent
- Full-time
- 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
- 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
- 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