The Director of Optum Financial Global Contact Center Performance will be leading Optum Financial call operations across multiple Global sites with up to 6,500 FTEs. This position will represent OFS Operations in key projects and initiatives and with strategic client initiatives.
This position will lead and have responsibility for Global Vendor Management, with sites for Optum Financial Contact Centers that support call, email and chat capabilities, policy and procedures, key performance indicators, quality, P&L management, and peak season readiness. This leader will play a key role in implementing strategies to award call volume to the highest performing sites, improving customer experience and reducing the cost to service our customers.
You'll enjoy the flexibility to work remotely * from anywhere within the U.S. as you take on some tough challenges.
For all hires in the Minneapolis or Washington, D.C. area, you will be required to work in the office a minimum of four days per week.
Primary Responsibilities:
• Develops and executes Global strategies or functional/operational objectives
• Global performance across multiple platforms in a matrixed organization
• Global oversight of staffing
• Directs Global to resolve or drives resolution of highly complex or unusual business problems that impact major functions or processes
• Deliver operational excellence, achieving customer satisfaction and quality results and expense management
• Identify process improvements and lead the execution of initiatives in an effective, efficient, compliant, and consistent manner
• Negotiating agreements and changes to meet the needs of the business
• Collaborate and build relationships
• Lead Global change management efforts
• Onsite Global site audits to monitor performance and compliance
You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.
Required Qualifications:
• 3+ years of people leadership experience
• 1+ years of experience working with Global Contact Center Business Process Outsourcing contracts and performance in a leadership role (Director, Associate Director level) in a Healthcare and/or Financial Services
• 2+ years of experience managing performance and delivery of medium-large sized operations teams
• Willing or ability to travel between sites up to 50%
Preferred Qualifications:
• Experience in executing Global business transformation projects involving people, processes, and technology
• Experience leading Global teams
• Health Benefit Account subject matter expertise
• FinTech subject matter expertise
• All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy
Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with us, you'll find a far-reaching choice of benefits and incentives. The salary for this role will range from $112,700 - $193,200 annually based on full-time employment. We comply with all minimum wage laws as applicable.
Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.