Team Lead, Contract Account Admin - Makati City, NCR

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.  

The Team Lead, Manila Contracts will provide support to the Sr. Manager, Commercial Operations in the day-to-day operational activities of the Manila Contracts team. 
The Team Lead is responsible for leading and coordinating a team that handles contract administration, order management, maintenance administration, billing support, asset management activities, and commercial operations processes. The role ensures timely, accurate, and compliant execution of contract and order-related tasks handled by the Manila Contracts team while maintaining high service levels for internal business partners.

The Team Lead serves as the first point of escalation for issues related to the Manila Contracts activities; provides support to team members; participates in process improvement initiatives, monitors productivity and quality metrics, and collaborates closely with Commercial Operations leaders, Contract Operations, Services, Revenue Operations and other internal stakeholders to support organizational goals.

Primary Responsibilities:

• Team Leadership
  • Lead, coach, and support Contract Administrators and Sales Productivity Specialists based in Manila
  • Assist Sr. Manager with the Manila Contracts workload distribution and resource planning to meet operational service levels
  • Support onboarding, training, and cross-training initiatives 
  • Monitor team productivity, quality, accuracy, and adherence to established procedures based on guidance from Sr. Manager
• Operational Oversight
  • Monitor operational queues and workflow management tools to ensure timely completion of deliverables related to Manila Contracts activities including build orders, change orders, revenue submission, removals, credits, license audits, billing and maintenance
  • Serve as the first point of escalation for issues, and internal stakeholder inquiries
• Quality
  • Assist Sr. Manager in ensuring team compliance with company policies, approval requirements, and internal controls
• Process Improvement
  • Identify opportunities to improve efficiency, accuracy, and productivity
  • Recommend process enhancements, automation opportunities, and best practices
  • Maintain work instructions and training documentation for Manila Contracts
• Stakeholder Management
  • Communicate operational updates, challenges, and feedback to Commercial Operations leaders
  • Support business initiatives requiring operational expertise and cross-functional collaboration as assigned by Sr. Manager
• Job Challenges
  • Managing high volumes of orders and maintenance transactions while maintaining service levels and quality standards
  • Balancing competing priorities and tight deadlines from multiple stakeholders
  • Adapting to constantly changing processes and requirements in a dynamic and evolving business environment
  • Handling escalated operational issues and complex situations
  • Ensuring compliance and accuracy across multiple systems and business processes
• Comply with all applicable Company policies, procedures, and business directives, including any changes relating to work location, team assignments, work schedules, and flexible work arrangements.

Required Qualifications:

• Bachelor's degree in Business Administration, Finance, Accounting, Operations Management, or a related field preferred
• 5+ years of experience working in a team environment with 5+ team members
• 2+ years of demonstrated leadership experience or leading projects
• Experience working with ERP and CRM systems such as SAP, Oracle, Salesforce, or equivalent

Preferred Qualification:

• Solid knowledge of contract administration, accounting and billing, and operational processes

Knowledge & Skills

• Professionalism, positive attitude and open communication style
• Excellent verbal and written communication skills
• Solid collaboration and stakeholder management skills
• Ability to motivate and support team members
• Advanced problem-solving, analytical and decision-making skills
• Solid customer service orientation
• Ability to manage multiple priorities and deadlines
• Exceptional attention to detail and quality standards
• Advanced Microsoft Excel and Microsoft Office proficiency

Success Measures

• Team productivity and service-level attainment
• Order and contract processing accuracy
• Reduction in transaction defects and rework
• Stakeholder satisfaction
• Compliance with operational and financial controls

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 marginalized 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.

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