Deputy 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:

• Planning, developing, and managing the quality and productivity of Production teams
• Coordinating site wide issues with the SDM/ SDL/Associate Director
• Aligning with key business partners to serve customers
• Fostering/maintaining a collaborative relationship with internal and external customers to ensure satisfaction and profitability
• Working with business partners to identify ways to improve business processes
• Assisting in building, reviewing, and adhering to the annual business plan
• Controlling expenses and increasing profitability via productivity and quality gains
• Working with the Supervisors and teams to ensure performance commitments are met and ensure teams are meeting production and quality metrics
• Ensuring the Production Team and Supervisors continually improve their performance and meets Service Level Agreements/Performance Guarantee goals
• Reviewing work results of the team and their pattern of handling pharmacy benefits and plans
• Negotiating solutions, resolving conflicts and anticipating/handling critical situations
• Developing, motivating, and retaining employees and challenging the team to set ambitious goals
• Providing regular performance feedback and giving frequent formal and informal coaching sessions
• Reconciling daily volumes received with completed and resolve any discrepancies
• Reviewing Quality Reports and identifying Training Gaps and getting the team trained on the same
• Analyzing the quality reports to identifying gaps in the SOP and getting the same updated into the SOPs for effective delivery of output
• Should be able to manage attrition, EWS and shrinkage
• 365 days, 24 by 7 process
• No Indian Holiday
• 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

Required Qualifications:

• Graduate with 3 years of college degree
• 4+ years of team handling experience, including 2+ years as an OM (Operations Manager) in a BPO voice international account or Chat process
• Familiar with coaching methods and able to conduct effective coaching sessions
• Proven solid proficiency in MS Office
• Proven involved in extensive client interaction
• Proven exposure to all the facets of Operation Management
• Proven solid exposure to People management, Performance Management and Client Management
• Prove well averse with Process metrics
• Proven excellent Interpersonal skills
• Proven sound Reporting/ MIS Skills
• Proven excellent communication skills, relationship building and interpersonal skills
• Willing or open to work for night shifts and work from Office Location

Preferred Qualification:

• US Healthcare industry experience

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.