Job Position: Vice President – General Management
Job Description:
• Key contributor to the growth of the organization by pulling levers on Operations performance and best-in-class customer and employee engagement.
• Responsible for Optum contact center operations across all OGA geographies including the Philippines, India, Puerto Rico, as well as other future growth areas – from a strategy, execution/delivery and oversight perspective.
• Enables the geo’s Operations growth, align with customer needs and standards, implement these through local teams and focus on how to attract, retain and develop great talent.
• Directly control all operations strategy, planning, and execution.
• Partners with OGA enabling teams to strengthen workforce planning and execution, drive continuous improvement (six sigma, industrial engineering, project management, etc.), and streamline administrative responsibilities of all sites.
• Directly set performance targets and monitor these through MBOs, create and manage a talent strategy in sync with OGA and Enterprise approach, the People Team, and workforce management.
• Leads and spearhead engagement and/or communication to enhance internal and external employer brand.
• Responsible for developing, translating and communicating the group’s strategic vision and the resultant plans to the local teams.
• Involved in building strong relationship with the customers and Enterprise leaders to collaborate, co-innovate and support group level priorities.
• Drives productivity and efficiency across all locations and lines of business. Drives efficient and effective, agile processes to deliver quality solutions on time and within budget; facilitate deliverables prioritization and use of resources and implement best practices to improve productivity.
• Manages resource allocation based on customer priorities and budgetary requirements, and on ensuring that a suitable operating discipline is established and maintained - processes, controls and metrics are adhered to and in driving change across the organization, focused on bringing in productivity enhancements through automation, tools, simplification and more.
• Responsible to partner with the people function and build capability and management depth to meet the pressing demands of growth. Ensures that the leadership team is being developed, coached and mentored to scale and build out its competencies.
• Manages talent through strong succession planning, management training and effectiveness, and to build diversity and bench strength at all levels. Ensures that the right people are in the right positions and to conduct timely reviews to identify and bridge gaps in performance.
• Leads by example, builds high integrity within the team, and champions a strong commitment to the company’s values and long-term vision.
• Assesses the most likely future, partner with teams in developing and running scenarios. Responsible in creating the best strategic path, articulate vision and strategy and keep the plans on track.
• Sets ambitious goals for the teams, would enable and empower the team to show initiative and approach tasks with energy and confidence. Expected to motivate others with infectious enthusiasm and partner effectively by deploying self against goals and objectives.
• Assembles aligned talent and clearly communicate goals and aspirations. Creates team accountability by leveraging best practice teaming processes. Furthers the organization agenda by establishing a collaborative culture. Leading from the front, the incumbent would be expected to debrief team successes and failures.
• Anticipates the need for change and times for transitions. To support the transition, the Vice President – General Management would need to develop detailed change plans ahead of the need and apply best practice change initiatives and techniques. The leader would help prepare people and groups for transition by understanding the emotions that groups/ individuals feel during change and transitions.
• Understands what moves people to change, would have the interest and energy to deal with people individually and in teams. The leader will seek to inspire and motivate people by appealing to values, ideals and needs.
• Uses probability thinking and language to communicate ambiguity and make uncertainty easier for others. Leading from the front, this role will help others with the anxiety of ambiguity.
• Sees the bigger picture of how systems operate interdependently. Critical expectation will be to manage enterprise-wide alignment of organizational systems and utilize the right system for change and organizational functioning.