Senior People Team Operations Specialist – Multiple Locations

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.

As a Senior People Team Operations Specialist, you will play a crucial role in ensuring exceptional employee experiences through your expertise and dedication. This role provides consultation and support on a Tier 2 basis to various internal business groups, focusing on data integrity, time and labor management, and verification of employment requests.

Primary Responsibilities:

• Make employee experience a top priority by delivering exceptional customer service in every interaction:
  • Provide thorough and accurate resolutions to employee requests, ensuring high-quality outcomes
  • Proactively communicate updates and expected completion time to requestors
  • Adapt communication style to individual needs, avoiding generic or insincere responses
  • Take ownership of requests and provide continuous support throughout the process
• Utilize critical thinking skills to complete requests and communicate complex information in a clear manner
• Manage workload through Service Now and consistently meet the defined service level agreement (SLA)
• Make decisions on best practices for each situation while following required guidelines
• Support escalations and urgent cases
• Analyze problems, uncover root causes, and suggest innovative solutions to improve processing time and enhance employee experience
• Collaborate with colleagues to ensure overall team success in meeting SLA
• Communicate openly with peers, provide, and accept feedback to maintain consistency, and implement changes as needed
• Assist in keeping Standard Operating Procedures (SOPs) up to date and accurate
• Embrace a growth mindset and support all introduced changes
• Assist with miscellaneous projects as needed
• Time & Labor Function:
  • Analyze cases related to time keeping and paid time off (PTO) and accurately apply updates within Oracle Cloud and Global Self Service (GSS)
  • Calculate backpay requests and PTO audits with accuracy
•  Verification of Employment (VOE) Function:
  • Analyze requests for letters/forms and other documents to determine requestor needs
  • Secure information needed for completion of requests from Oracle Cloud and GSS, benefits system, employee’s manager, and other internal teams as necessary
  • Apply critical thinking skills to make decisions on the best way to complete requests for unique forms and letter requests
• Data Corrections Function:
  • Analyze requests to ensure correct actions are taken for the internal partner, manager, or People Business Partner (PBP) who is reaching out for assistance
  • Complete corrections and updates in Oracle Cloud and GSS, ensuring accurate employee data history
  • Follow all requirements for approvals and transferring of cases to other teams when necessary
• 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

Competencies:

• Serving Customers
• Delivering Quality Results
• Critical Thinking & Decision Making
• Solving Problems
• Using Time and Resources Effectively
• Being Accountable
• Providing Support
• Supporting Innovation and Creativity
• Growth Mindset

Required Qualifications:

• 1+ years of Human Resources/People Team experience
• Advanced customer service skills
• Proficiency with Microsoft Word and Microsoft Excel
• Advanced written and verbal communication skills
• Solid organizational skills and attention to detail

Preferred Qualifications:

• Experience with PeopleSoft or GSS
• Experience with Oracle Cloud
• Experience with ServiceNow
• Experience working in UHG’s Employee Center (serving US based population)

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.