Associate Director, Customer Service & Operations - Honolulu, HI

If you want to achieve more in your mission of health care, you have to be really smart about the business of health care. Challenge yourself, your peers and our industry by shaping what health care looks like and doing your life's best work.(sm)
The Associate Director of Customer Service and Operations will be located in Honolulu, HI and responsible for a Community and State, Consumer Services site.  Site responsibilities include working with direct reports (supervisors) to lead call staff providing both member and provider service.  Responsibilities may include dotted line oversight of other operational functions as well as virtual management of call operations outside of HI as assigned.   
  
This position will build relationships internally with UHC's Community & State and Medicare & Retirement partners and externally with Health Plans around changes in service delivery performance across several locations. This position will be involved with the implementation of changes including; system migrations, new product rollouts, service modifications as well as other initiatives or projects and will work closely with senior leaders and business unit leaders to provide service center and provider operations expertise. 
  
This position reports to the VP, Call Center Operations and will focus on execution of tactical and strategic plans within a fast paced, rapidly expanding environment. In addition to managing the call center function, this role will lead complex projects and initiatives, in support of Community & State enterprise business plan. 

Primary Responsibilities: 

Lead site(s) to meet operational and financial objectives
Translate strategic vision into performance objectives and ensure employees understand how their work impacts organizational success
Ensure compliance with all applicable laws, regulations, and policies
Build and maintain excellent relationships internally and externally 
Create a culture of compassion to promote advocacy, provide superior service, and help people live healthier lives
Deliver on cost and service metrics to positively impact profitability and position in the marketplace
Analyze performance data, collaborate with internal partners, and utilize benchmarking to proactively identify and implement process improvements in local sites and across the service organization
Communicate within and across the call centers to keep staffed informed and encourage open, honest two-way communication
Identify, develop, motivate, recognize, and retain a talented, high performing team
Lead all site Human Capital initiatives (staffing, retention, performance management, employee relations, employee and leadership development, compensation planning) resulting in achievement of employee engagement, retention, and development goals

Required Qualifications: 


BS/BA in business or related field or equivalent experience
5+ years of operations, industry, program management, or equivalent experience
3+ years of experience managing a larger call center, contact center or claims environment
Experience in workforce management, including utilization of workforce management tools and processes
Experience in managing complex projects and balance multiple priorities using disciplined tools and techniques
Demonstrated success implementing process improvements that drive performance and efficiency
Ability to build relationships, communicate and network effectively to influence without authority
Experience with financial reports, modeling exercises, and disciplined cost management
Excellent Interpersonal skills to drive change, innovation, and cultural transformation
Ability to communicate for impact whether written or verbal, including excellent presentation skills
Strong, independent decision-making ability, problem solving and analytical skill
Strong PC skills (e.g., Word, Excel, PowerPoint)
Knowledge of Human Resource policies and procedures
Ability to travel up to 25%

Preferred Qualifications: 


Six Sigma experience, project management certification or related experienceCareers with UnitedHealthcare. Let's talk about opportunity. Start with a Fortune 14 organization that's serving more than 85 million people already and building the industry's singular reputation for bold ideas and impeccable execution. Now, add your energy, your passion for excellence, your near-obsession with driving change for the better. Get the picture? UnitedHealthcare is serving employers and individuals, states and communities, military families and veterans where ever they're found across the globe. We bring them the resources of an industry leader and a commitment to improve their lives that's second to none. This is no small opportunity. It's where you can do your life's best work.(sm)

Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action 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. 
  
UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment. 
  
Job Keywords: Associate Director, Customer Service and Operations, Honolulu, HI, Hawaii