Associate Director - BPO Operations

Discipline - Business Operations

Industry - General Operations Management

UnitedHealth Group (www.unitedhealthgroup.com or www.uhgis.com) is a diversified health and well-being company dedicated to making healthcare systems work better. The company directs its resources into designing products, providing services and applying technologies that improve access to health and well-being services, simplify the healthcare experience, promote quality, and make healthcare more affordable. We are #1 on Fortune Magazine's 2006 list of the Most Admired HealthCare companies worldwide and we rank No. 06 on the 2016 Fortune 500 list.

UnitedHealth Group has had a presence in India since 2002 through United Healthcare India and its affiliate companies. Optum Global Solution (OGS), the latest addition to the family of businesses in India, is the largest international location outside of America. This is a fully owned subsidiary of UnitedHealth Group. OGS serves as a global services and delivery partner to the parent organization. We are closely involved with UnitedHealth Group to create strategic value-add in its overall business of health care services through support in Information Technology (IT) and Healthcare Business Services (HBS).

Primary Responsibilities:

- Maintaining business relationships with multiple stakeholders for smooth running of BPO operations

- Drive transformation through best in class practices within current teams to develop World class operations

- Working with the transition managers for seamless migration of work from onshore locations to Hyderabad site

- Working as an independent Ops leader to take care of all operational and people issues for the site

- Conducting Operational Business Reviews with onshore counterparts and management team internally

- Coordinating site wide issues with the Site Director

- Fostering/maintaining a collaborative relationship with internal and external customers to ensure satisfaction and profitability

- Assisting in building, reviewing and adhering to the annual business plan

- Controlling expenses and increasing profitability via productivity and quality gains

- 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 claims queues and adjustments

- Producing annual business plans including operating budgets

- 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

- Managing P&L for respective Business Areas

Requirements :

To be considered for this position, applicants need to meet the qualifications listed in this posting.

Required Qualifications :

- Graduate

- 12-15 Years of Experience - large scale operations in Back office BPO

- Should have handled Min Span of 400-500 FTE's Min of Span

- Has extensive experience in interactions with Clients / Onshore teams

- Hands on experience in managing P/L for the Process

- Proven track record of sound business judgment and experience of change management

- Project Management demonstrated experience such as customer service, claims or medical and/or health insurance

- Excellent communication skills, relationship building and interpersonal skills

- Excellent organizational skills and ability to prioritize and multi-task

- Demonstrable ability to successfully supervise and lead others

- Ability to work collaboratively with sub-ordinates, peers and senior management

- Flexible for Shifts - Night - US timings

- Open to Travel

Preferred Qualifications :

- MBA from a reputed institute

- Experience in Back office BPO Operations in a US Healthcare Industry

- Hands on work experience of US Healthcare industry-Revenue Cycle Management

- Six Sigma / Lean Sigma certification

Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make health care work better for everyone. So when it comes to how we use the world's large accumulation of health-related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity to do your life's best work.(sm)

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