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 diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.

　　The candidate will be working as Associate Director for Learning Solutions managing end to end planning and delivery of Voice/Contact center trainings and programs across OGA sites in PHL

　　Primary Responsibilities:

　　Responsible to lead communication/voice training, learning & capability building for Employees across various arms of the BPO business in OGA Total responsibility for execution and high level of delivery on Voice Partner and work with vendors ,institutes, Academia etc to plan and build relevant training initiatives Front ends and manages all client interaction for the business segment (s) responsible Fosters and collaborates with all internal and external customers to ensure higher productivity leading to customer satisfaction. Understand the client requirements & vision and aligning Learning Solutions' initiative with client's vision Handle escalations for external & internal stakeholders Ability to interact professionally with a diverse group of stakeholders (including executives, managers, and subject matter experts) Conduct reviews and help plan strategy for the Learning Solutions team Drives teams to maximize performance while maintaining high standards of quality. Responsible for building the business budget, and ensuring appropriate allocation of funds for the various activities. Partners with the Senior Leadership in planning, implementation and evaluation / modification of existing capability building academies and projects Review and analysis of periodic reports and metrics. Actively involved in the internal audit support, ensuring all compliance parameters are met. Establish and maintain a working environment conducive to positive morale, individual style, quality, creativity, and teamwork Provide direction to staff; ensure resolution of problems; sets priorities Actively provides inputs and assistance to the senior management in the planning, implementation, and evaluation / modifications to existing operations, systems, and procedures, specifically relating to his/her assigned project(s). Responsible for managing attrition and building retention strategies Negotiating solutions, resolving conflicts and anticipating/handling critical situations 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:

　　Total experience should be more than 12 years with relevant training experience in services industry including Training,L&D, outsourcing, operations, consulting The incumbent needs to have experience in capability development and learning practice supporting operations services catering to US Healthcare payers and providers and developing learning practices for Health Administration. Experience in driving large training organization serving customer care Experience in Project Management, Instructional Design, Workplace Learning and Development and Training Solutions Architecture Very keen learner and should be able practitioner of change management. She/he will be managing total team strength of around 30 - 50 plus on rolls employee spread across Philippines Proven leadership and expertise in voice and communication. Soft skills areas in large IT/ITES organizations Mastery of business process training & learning operations, content design and technical training Ability to plan the training strategy for all key businesses and customer services and then deploy learning solutions across very complex mix of professionals Proven excellent project management skills in situations that involve cross functional stakeholders and challenges such as scope creep, cultural barriers, tight time lines Proven excellent analytical skills - Review and provide direction on Capability Development programs Relevant experience in effectively leading and mentoring subordinates and team in general Understanding of Financial metrics, calculations and alignment to organization's metrics Solid analytical skills and problem solving approach Ability to identify and deliver new ideas to address key business issues & proactively keep their specialist skills and knowledge at leading edge standard Self-motivated. Ability to define, structure and prioritize work for self Communication and persuasion skills with the ability to think quickly and package ideas Must have both a Solid experience in leading voice/communication academies in business process operations and corporate learning function of the organization with lead training, learning & capability building for employees in one or more of the following industry areas as well as subject matter expertise in one of the core business processes: Experience in Health Care payer or provider experience Exposure and experience in Clinical Healthcare Extensive Contact Center experience Understanding and experience of managing operational risks and controls Understanding of and exposure to project management disciplines and techniques

　　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.

　　Diversity creates a healthier atmosphere: Optum is an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

　　Optum is a drug-free workplace. © 2023 Optum Global Solutions (Philippines) Inc. All rights reserved.