**Número de la requisición**: 2040677 **Categoría de la vacante**: Gestión Operaciones de negocio **Ubicación**: Bogotá, Distrito Capital de Bogotá Trabajos con UnitedHealth Group Estamos creando oportunidades en cada rincón del mercado de salud para mejorar vidas mientras construimos carreras. Y eso significa oportunidades de crecimiento profesional continuo para usted. Mientras le apoyamos con las últimas herramientas, capacitación avanzada y la fuerza unida de los compañeros de trabajo de alto calibre, usted puede continuar siguiendo el camino **del mejor trabajo de su vida. **SM** 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 As Senior Manager of Operations you will be responsible for the administration and management of multiple functions, and the management of overall business operations. Overseeing the call center operations of various businesses. Responsible for achieving SG&A; cost targets and reducing cost per call. Manage day-to-day operations of various staff levels and different functions, departments, in one or more business units. Including day-to-day operations, manage internal and external leadership of the organization, accounting and financial (e.g. budgeting and forecasting) and non-financial results (e.g. employee engagement). Oversee project management and program execution. **Formal Requirements**: - Bachelor's degree or equivalent combination of education - Bilingual (English and Spanish Proficiency) - +8 years of experience leading teams in Call Center environments, and strong experience driving innovative solutions. **Required Skills**: - Strong knowledge of the business and technology improvement process. - Proven ability to develop a dynamic and innovative team. - Proven ability to operate in a highly dynamic environment - Data acumen to drive factual decisions and set priorities. - Previous oversight of large-scale projects preferred (e.g. conceptualized projects, sold projects, for implementation). - Strong leadership and strategic planning skills within a matrix environment. **Main Responsibilities** - Leadership of Call Center operations (members and providers) - Customer management across UnitedHealth Group entities. - Responsible for driving operational efficiency initiatives, site leadership and planning, customer management, leadership development, and strategic planning. - Managed workforce planning and forecasting discussions. - Identify and remove operational barriers. Conduct in-depth review programs with relevant internal or external stakeholders to identify opportunities for continuous improvement. - Partner with foreign operations to integrate business practices and deliver services at more affordable rates. - Establish and/or implement external or internal level agreements in order to ensure the ability to monitor and measure program performance (e.g. response times, quality, effectiveness). - Identify and/or secure resources (e.g., funding, personnel, security system, real estate, telecommunication requirements, hardware/software) required to implement programs. - Review, create, and/or maintain workflows to ensure they are up to date and operationally efficient. - Provide guidance, expertise, and assistance to internal and external partners (e.g. call center, benefits, medical) to ensure that programs and strategies are implemented and maintained effectively - Communicate and assist internal and external partners in interpreting contractual requirements in order to ensure effective problem solving and strategic implementation. implementation. - Provide input to internal or external stakeholders (e.g. sales, shared business partners, pre-service providers, facilities) in order to drive effective business plan and sales strategy development. - Work with internal and external partners (e.g. call center, claims) to ensure reports are produced to validate performance program review. - Ensure performance is effectively monitored using internal tools and processes (e.g. dashboards, scorecards, reports). - Review consolidated performance reports in order to determine overall effectiveness, make necessary changes, identify opportunities for new programs or consolidation/expansion programs. - Analyze operational performance on relevant criteria (e.g. financial measures, quality indicators, performance guarantees and/or incentives). - Provide performance reports (e.g. Scorecards) to update stakeholders on the status of project work. - Conduct regular meetings (e.g., JOCs; QBRs) with relevant internal or external stakeholders to review or discuss updates and salient issues (e.g., project implement