Director - Capability Development - Noida, UP

UHG Noida, Uttar Pradesh

About the Job

Primary Responsibilities:

  • Work as Head - Capability Development managing end to end planning and delivery for Optum, part of UnitedHealth Group family of businesses

  • Report to Optum Global Solutions’ capability Development Leader

  • Manage total team strength of around 60 plus team across sites

  • Lead all training delivery for Optum India

  • Front ends and manage all client interaction for the business segment(s)

  • Display, Execute and lead with Thought leadership on new age learning approaches and methodologies

  • Design, Lead and implement new learning initiatives organization wide

  • Execution and high level of delivery on all training and Learning and capability development projects

  • Build deep domain expertise in all employees within the OPTUM businesses

  • Understand the client requirements & vision and aligning Capability Development initiative with client’s vision

  • Handle escalations for external & internal stakeholders

  • Conduct reviews and plan strategy for Capability Development team

  • Establish Capability Development framework in the organization

  • Responsible for smooth transitions of all new businesses

  • Drive teams to maximize performance while maintaining high standards of quality

  • Build the business budget, and ensuring appropriate allocation of funds for the various activities

  • Partner with the Senior Leadership in planning, implementation and evaluation/modification of existing Capability building academies and projects

  • Review and analysis of periodic reports and metrics

  • Actively involved in the internal audit support, ensuring all compliance parameters are met.

  • Establish and maintain a working environment conducive to positive morale, individual style, quality, creativity, and teamwork

  • Provide direction to staff; ensure resolution of problems; sets priorities

  • Actively provide inputs and assistance to the senior management in the planning, implementation, and evaluation/modifications to existing operations, systems, and procedures, specifically relating to his/her assigned project(s)

  • Manage attrition and building retention strategies

  • Negotiate solutions, resolving conflicts and anticipating/handling critical situations

  • Foster and collaborate with all internal and external customers to ensure higher productivity leading to customer satisfaction

Required Qualifications:

  • MBA or Post Graduate/Graduate with experience ranging from 17 years with HealthCare operations or line management roles in technology companies or program/change management roles

  • 15+ years of total experience with relevant experience in services industry including (L&D, outsourcing, operations, consulting) and change management roles in other industries

  • Experience and understanding in implementing of digital learning practices, methodologies, and tools

  • Experience in e-learning, LMS deployment, digital and automation of learning a huge part of the role

  • Relevant experience in effectively leading and mentoring subordinates and team in general

  • Mastery of business process training & learning operations, content design and technical training

  • Understanding of Financial metrics, calculations and alignment to organization’s metrics

  • Very keen learner and ability to be a practitioner of change management

  • Ability to interact professionally with a diverse group of stakeholders (including executives, managers, and subject matter experts)

  • Proven leadership and expertise in voice and communication

  • Soft skills areas in large IT/ITES organizations

  • Ability to plan the training strategy for all key businesses and customer services and then deploy learning solutions across very complex mix of professionals

  • Excellent project management skills in situations that involve cross functional stakeholders and challenges such as scope creep, cultural barriers, tight time lines

  • Excellent analytical skills - Review and provide direction on Capability Development programs

  • Strong analytical skills and problem solving approach

  • Ability to identify and deliver new ideas to address key business issues & proactively keep their specialist skills and knowledge at leading edge standard

  • Ability to define, structure, and prioritize work for self

  • Communication and persuasion skills with the ability to think quickly and package ideas

  • Self-motivated

Preferred Qualifications:

  • MBA with analytical/operations background

  • Strong experience in both leading voice/communication academies in business process operations and corporate learning function of the organization with lead training, learning & capability building for employees in one or more of the following industry areas as well as subject matter expertise in one of the core business processes:

            - Health Care payer or provider experience

            - Will operate out of Noida site and will align to operations work schedules

Process Specific Skills:

  • Strong experience in both leading voice/communication academies in business process operations and corporate learning function of the organization with lead training, learning & capability building for employees in one or more of the following industry areas as well as subject matter expertise in one of the core business processes:

            - Extensive Contact Center experience or Information Technology Projects experience

            - Understanding and experience of managing operational risks and controls

            - Understanding of and exposure to project management disciplines and techniques

Soft Skills:

  • Strong negotiation, influencing and analytical skills

  • Demonstrated ability to effectively coach and mentor champions, process owners (client and internal staff)

  • Excellent change management skills

  • Excellent written and spoken communication skills

Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make health care work better for everyone. So when it comes to how we use the world’s large accumulation of health-related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. 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)

Job Keywords: Director, Training Director, L&D Director, T&D Director, Capability Development, Operational Training, L&D, Learning and Development, Outsourcing, Operations, Consulting, Contact Center, Healthcare, Change Management, Gurgaon, Haryana, Noida, Uttar Pradesh