Service Delivery Manager - Remote

UnitedHealth Group; London; Remote; GBP 55,000 - 75,000; Full time

Job summary

Join UnitedHealth Group as a Service Delivery Manager, where you will lead service delivery for members, manage vendor relationships, and support the European insurance business. This role offers an opportunity to make a significant impact on healthcare services while collaborating with cross-functional teams.

Qualifications

• Proven vendor management and extensive project management experience required.
• Understanding enterprise procurement and sourcing processes is essential.

Responsibilities

• Lead end-to-end service delivery for UHCG's members.
• Manage onboarding of network partners and vendors.
• Develop reports and materials for executive meetings.

Skills

Vendor management

Project management

Analytical ability

Collaboration

Problem-solving

Job description

This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.

At UnitedHealthcare, we're simplifying the health care experience, creating healthier communities and removing barriers to quality care. The work you do here impacts the lives of millions of people for the better. Come build the health care system of tomorrow, making it more responsive, affordable and equitable. Ready to make a difference? Join us to start Caring. Connecting. Growing together.

As a Fortune 5 business, we're one of the world's leading healthcare companies. There are no limits here on the resources you'll have or the challenges you'll encounter.
We have been supporting global healthcare systems from Ireland and the UK for more than 20 years, building a dynamic and diverse team of more than 2,100 talented individuals. With a continued record of growth and stability, we're on the constant lookout for fresh talent to join our expanding teams.

As the Service Delivery Manager you will be responsible for delivering market leading service to UHCG's members and managing associated vendor relationships specifically in the Europe region and in support of the European insurance business, namely the material outsourced solutions and additional partners who provide insurance licenses and broader global footprints. In addition to having impact on a great team, you'll also discover the career opportunities you'd expect from an industry leader.

Primary Responsibilities:

• Lead and be responsible for end-to-end service delivery
• Lead and be responsible for the onboarding of network partners and vendors and ongoing management of assigned partners
• Partner with cross-functional teams (including but not limited to: product, quality, sales, client management, underwriting, claims operations, account implementation, finance, IT, marketing, communication) to project manage, ask critical questions, and provide decision-making framework to enable service delivery
• Perform as a functional bridge amongst external vendors as well as internal stakeholders
• Strategically develop and streamline vendor processes in coordination with internal functions
• Responsible for the quality, integrity and completeness of data and reporting exchanges between UHCG and vendors
• Troubleshoot all vendor problems and present root-cause and solutions
• Develop reports and materials to support executive meetings
• Continuously improve partner onboarding framework and processes, including handoffs between departments internally
• Oversee post-onboarding vendor activities and contractual agreements to ensure IT, data privacy, and Service Level Agreement compliance are up to date and adhered to
• Support marketing on communications of new vendor partnerships and changes to existing ones
• Gather and provide competitive intelligence regarding insurance competitors vendor partnership development and changes
• Educate and help to train internal teams on material changes relating to vendor processes impacting UHCG's clients and members, as well as educate vendors on changes to UHCG processes that impact vendors
• Oversee team responsibilities, invest in talent development with individual members of the team and ensure business and partner needs are met to expectation
• Support solutions to ensure compliance with Head of Claims and Chief Operating Officers responsibilities of the Europe insurance entity

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:

• Proven vendor management experience
• Extensive project management experience
• Understanding of enterprise procurement and sourcing process and guidelines

Preferred Qualifications:

• Collaboration skills to manage vendor implementation and formulate mitigation actions
• Demonstrate ability to improve processes and workflow
• Proven experience in delivering operational solutions with customer focus
• Eagerness to build towards operational efficiency, even if that means changing the status quo
• Demonstrate analytical ability to aggregate and synthesize data and information, turning into relevant reports with recommendations or actions
• External and internal stakeholder relationship and expectation management
• Proven presentation (written, verbal, EQ) skills
• The understanding of insurance products, plans, processes and programs
• Knowledge of network ecosystem and structures
• Demonstrate understanding of competitor landscape within market (e.g. competitors vendor relationships/movement to provide medical and ancillary services)

Soft Skills:

• Detail oriented nature with contract and project implementations
• Demonstrate independent, structured and critical thinking skills
• Track record of problem-solving success in matrixed organization

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: UnitedHealth Group is an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, sexual orientation, or any other characteristic protected by law. UnitedHealth Group is a drug-free workplace. 2024 UnitedHealth Group. All rights reserved.

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