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:

• Coordinate and supervise daily/weekly/monthly activities of team members
• Set priorities for the team to ensure task completion and performance goals are met
• Coordinate work activities with other supervisors, managers, departments, etc.
• Identify and resolve operational problems using defined processes, expertise and judgment
• Provide coaching, feedback and annual performance reviews as well as formal corrective action
• 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
  

This role is equally challenging and rewarding. You’ll need to stay positive at all times especially in difficult situations. You’ll be asked to mentor, challenge and communicate effectively with all different types of people.

Required Qualifications:

• Completed 2 years in college
• 2+ years of Senior Operations Manager experience handling BPO voice account; preferably with US healthcare background 
• Proficiency with Windows PC applications and Microsoft Office
• Knowledge of call center systems such as CMS, IEX, CTI and TCS
• Understanding of call center performance metrics and measurement
• Solid data analytics and reporting skills
• Handled projects or process innovations within the customer service or BPO environment

Preferred Qualification:

• Six sigma trained or with certification

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.

Optum is a drug-free workplace. © 2025 Optum Global Solutions (Philippines) Inc. All rights reserved.