Service Delivery Manager

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 a team of 150+ resources along with Supervisors and or Deputy Managers
• Experience in People Management, Performance management
• Time sensitive, accountable for deliverables, SLA's and KPI assigned to the team
• Ensure MBO Goals are tracked & achieved
• Client interactions, and updates
• Updates on OBR, QBR with leadership
• Manage assigned special projects and adhoc tasks to completion within target date.
• Work with US counterparts on process related subjects.
• Conducts regular performance reviews & discussions with employees and drive consistency and efficient performance for the team.
• Help his/her employees on any administrative needs and enable them to foster an environment of teamwork & employee satisfaction
• Address operational issues and concerns in a timely fashion.
• Share best practices and support team goals and objectives.
• Ensure all process/people related reports are published within a defined timeframe
• Should govern the overall performance for complete Teams, process assigned to the individual and act as an owner of those respective businesses
• Should be self-driven and have decision making skills
• 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 regard 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

• Should have an overall experience of 12+ years with 8+ years of People Management experience
• Should have thorough understanding of AEP or Open Enrollment season
• Should be willing to work from office (100% RTO) as per Business requirement
• Working knowledge of budgeting, cost estimating, capacity utilization principles and procedures
• Knowledge of organizational structure, workflow, and operating procedures
• Excellent People Management Skills including - rapport building/performance management/attrition management/shrinkage management/inventory & capacity management
• Reporting, data visualization and presentation of dashboards
• Quality centric, aware of VSM, Lean Six sigma methodologies, RCA, 5 Why's
• Should constantly drive Operational and Performance excellence
• Development and career progression planning for AM's and their DR's
• Have innovative bent and should challenge status Quo
• Preparation of weekly/monthly/annual business plans including operating budgets
• Interpersonal Skills:
  • Excellent verbal and written communication skills
  • Creative, responsive and adaptive in a dynamic environment and a good team player
  • Adhere & drive all established company policies & procedures
  • Ability to work independently and creatively research and implement new solutions
  • Ability to work under pressure and deliver within required turn-around times
  • Should be flexible to adapt to quick delivery models
  • Should be flexible to work in Evening/Night Shifts - 5:45/8:45 PM Shift throughout the year
  • Flexible to support the team during holidays and work extended hours as per the Business requirement