Service Delivery Leader

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:

• Lead end-to-end operations for assigned business area(s), ensuring achievement of service, quality, productivity, financial, and people metrics
• Anticipate business and customer needs, proactively identifying risks, opportunities, and solutions to drive operational excellence
• Serve as the primary point of contact for senior stakeholders and business partners, building trusted relationships and influencing strategic decisions
• Provide subject matter expertise on complex operational, quality, workforce, and business challenges, driving timely resolution and sustainable outcomes
• Analyze performance trends, operational data, and business metrics to identify improvement opportunities and implement innovative solutions
• Lead strategic initiatives, projects, and cross-functional programs that enhance efficiency, quality, customer experience, and business results
• Forecast workload, staffing, and resource requirements, ensuring optimal utilization and alignment with business objectives
• Evaluate existing processes, policies, and operational practices, and authorize or recommend appropriate process deviations and improvements where necessary
• Drive a culture of accountability, continuous improvement, innovation, and operational excellence across teams
• Manage stakeholder communication by providing insights, recommendations, and updates on critical business issues and operational performance
• Lead, coach, and develop leaders and teams, fostering an environment that promotes engagement, collaboration, learning, and high performance
• Handle complex escalations, negotiate solutions, resolve conflicts, and make informed decisions on business-critical matters
• Support business planning activities, including capacity planning, budget management, resource allocation, and growth initiatives
• Ensure compliance with organizational policies, client requirements, regulatory standards, and operational controls
• Recognize, motivate, and inspire team members while building succession pipelines and strengthening organizational capability
• Partner with senior leadership to shape strategy, implement change initiatives, and support long-term business goals
• 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 degree in any discipline
• 3+ years in people manager role in
• 2+ years of experience in Team Handling- Handling (Min Span of 60+ people with 2-3 AMs/ TL's reporting
• Experience to lead and execute OPEX initiatives to streamline processes, reduce costs, and improve service quality. Certification in Lean Lean six sigma & or similar methodologies
• Good understanding of the workforce model
• Proven excellent Interpersonal skills

Preferred Qualifications:

• 10+ years of overall experience in healthcare operations
• Proven ability to develop comprehensive planning and project management
• Demonstrated skill to examine and re-engineer operations and procedures
• Demonstrated solid interpersonal and communication skills
• Demonstrated ability to work effectively with a wide range of stakeholders

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.