Manager People Experience

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:

• Demonstrate solid team management experience, having led a team of 8 or more employees, with a focus on performance, engagement, and development
• Collaborate closely with Tier 2 teams to drive continuous improvement in overall employee experience and issue resolution effectiveness
• Oversee and prioritize daily case load, ensuring timely handling of requests and appropriate escalation of complex or high-risk cases
• Coordinate shift planning in alignment with EMEA and India management to ensure seamless global coverage and operational continuity
• Manage and monitor Service Level Agreements (SLAs), ensuring adherence to response and resolution timelines, and driving corrective actions where gaps are identified
• Lead Quality Evaluation (QE) processes, including setting quality standards, conducting audits, and implementing improvement plans to enhance service delivery
• Own and drive training initiatives, including onboarding, upskilling, and continuous learning programs to improve team capability and performance
• Oversee knowledge management, ensuring accuracy, relevance, and accessibility of knowledge base content to support efficient case handling and self-service
• Perform data analysis and reporting, leveraging insights to identify trends, improve processes, and support data-driven decision-making
• Drive continuous process improvements by identifying operational gaps and implementing scalable solutions across the Employee Center
• 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
• 6+ years of progressive human resources/analytical work experience
• Intermediate Peoplesoft, Oracle HRMS, Excel, Word, and Outlook experience
• Proven excellent communications skills (oral and written) and developed interpersonal skills to interact with all levels of the organization
• Proven ability to meet deadlines and commitments
• Proven ability to multitask and manage multiple priorities
• Proven ability to work independently within a team environment
• Demonstrates solid organizational skills and ability to work in large, fast paced environment
• Demonstrates solid interest and/or background in the fundamentals of human resources

Preferred Qualifications:

• Advanced MS Excel and data analysis skills utilizing pivot tables, formulas, etc.
• Process and policy support experience
• Proven solid reporting and analytical skills
• Demonstrates comfort with gray areas, critical thinking, examples of problem solving, problem solving without clear direction precedence, ability "drill in", comfortable asking difficult questions, pride in the role and personal work ethic

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.