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.
In healthcare, evolution doesn't just happen.
It takes innovation, imagination, and a passion for solving problems in new and better ways.
And innovation is taking place at a lightning-fast pace every day at Optum.
As the fastest growing part of the UnitedHealth Group family of businesses, we're expanding our team in Ireland and creating excellent opportunities for those who want greater purpose and more impact in their work.
We'll provide the investment, support, and resources to advance your career.
You'll provide the talent, ambition, and drive.
We have an opportunity for a Director to work with our Workforce Planning and Management team to maintain and execute on the mission of "We Inspire action through transparent insights to positively impact the health of customers we serve
As a Director of Workforce Planning and Management, you will grow and develop as you lead your team to conduct and manage outcomes of various studies.
You will be challenged to analyze, review, and forecast data for operational and business planning.
Enabled to lead and develop workforce professionals into a high performing team.
As part of this elite team, you will be empowered to develop and maintain relationships that together with business partners can directly impact the health care system.
Join us
Careers with Optum offer flexible work arrangements and individuals who live and work in the Republic of Ireland will have the opportunity to split their monthly work hours between our Dublin or Letterkenny
office and telecommuting from a home-based office in a hybrid work model.
Primary Responsibilities:
Lead a cross functional team of leaders and analysts in a complex matrixed environment, across multiple locations, in support of operational business units, finance partners, and key stakeholders.
Provide strategic insight and drive tactical execution of the financial plan down to resource utilization/execution
Manage a culture that encourages individual growth, development and leverages innovation and process improvement to achieve high quality performance
Lead and direct department towards process controls, procedures and policy to assure accuracy and value-added support
Provide strategic direction and perspective of the department
Hires and develops strong talent
Assist in the delivery and development of Long and Short term Call Center and Backoffice capacity plans to help ensure business service level and turnaround time goals are consistently met while being cost conscious
Analyze, maintain and review information related to forecasting accuracy, efficiency recommendations, operational risks and opportunities, and forecast updates/trending
Communicate analysis and recommendations with operational leadership and other key stakeholders
Support ad hoc operational/strategic business activities through analysis and reporting
Develop, recommend, implement, and continuously improve business solutions and processes driving long term value to the organization
Review and report on key operational metrics including volume, average handle time, shrinkage, occupancy, utilization, attrition, and SLA/turnaround time
Collaborate on the creation and delivery of vendor locked forecasts and drive accountability for staffing capacity
Create mechanisms to quickly on-board new talent
Lead innovative, metric driven processes/projects to drive excellence
Manage cross - functional interdependencies
Be a strong change agent and resilient to roadblocks
Anticipate customer needs and proactively identify solutions
Make decisions autonomously with little direction to identify/solve complex problems
Define key drivers and assumptions looking out 6 months to 5 years and then generate, communicate, and deliver fiscally responsible staffing recommendations
Find creative solutions to complex problems through data management and analytics
Develop and manage Operations, Finance and Human Capital engagement strategies
Perform other job-related work as assigned
You will be rewarded and recognised 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 providing development for other roles you may be interested in.
Required Qualifications:
Bachelors degree (or higher) or equivalent work experience
Demonstrable experience of leading teams in a service operations center, call center or Workforce Management environment
Extensive experience in goal creation and building high performance work teams
Experience in managing vendor (on and offshore) partnerships
Proven experience of leading or managing projects and driving financial plans/outcomes
Preferred Qualifications:
Extensive experience with Workforce Management software (such as IEX, Alvaria, Blue Pumpkin)
Experience working in systems administration or reporting
Health care industry experience
Advanced level of proficiency with PC based software programs and automated database management systems (Excel and PowerPoint)
Proven track record of identifying defects and process variation, and working to improve processes and reduce defects
Experience scheduling, conducting planning meetings, and managing capacity
Experience with Six Sigma, Agile, or Lean technique
Soft Skills
Oral and written communication skills
Ability to assess and build talent into high performing work teams
Effective coach providing feedback to direct and indirect reports that help develop talent support career development
Describe the strategic importance of workforce management's vision inside and outside of the team
Expert ability to understand complex patterns and communicate their impact quickly and effectively
Ability to influence/negotiate
Bias toward action
Expert project management skills that enable quick identification of immediate and future impacts
Ability to navigate through a complex network of simultaneous projects, financial task/pressures, technical/efficiency improvements, and employee engagement
Please note you must currently be eligible to work and remain indefinitely without any restrictions in the country to which you are making an application.
Proof will be required to support your application.
All telecommuters will be required to adhere to the UnitedHealth Group's Telecommuter Policy.
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 marginalised 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 gender, civil status, family status, sexual orientation, disability, religion, age, race, and membership of the Traveller community, or any other characteristic protected by law.
Optum is a drug-free workplace Optum Services (Ireland) Limited.
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