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 diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.

The Associate Director Complaint Management will serve as a leader within the bank responsible for managing a bank wide Complaint Management Program in alignment with the bank compliance risk management program, regulatory expectations and industry standards.

The position will manage the execution of a Complaint Management Program for the bank and its financial services affiliate(s) to include establishing policies and procedures, complaint identification and capture processes, complaint resolution, notification, root cause analysis and any corresponding process improvements. The role will work closely with multiple business lines and centers of excellence within the Bank and its affiliates to fully oversee and execute over the complaint lifecycle.

You'll enjoy the flexibility to work remotely * from anywhere within the U.S. as you take on some tough challenges.

Primary Responsibilities:

• Provide strategic direction and alignment with partners on the Complaint Management Program requirements. In partnership with the business line leaders, define requirements and capability needs, reporting and analytics requirements to support the Complaints Management Program
• Partner in the design and implementation of changes to the Complaint Management monitoring activities to ensure appropriate identification, analysis and remediation of complaints
• Manage the root cause analysis program to ensure the identification and resolution of complaint drivers
• Develop and facilitate a forum to communicate complaint program insights, results and trending to leaders
• Establish & communicate clear goals, objectives, and performance standards across all levels within and across the complaints process and partnered business units
• Develop and manage the process for integration new business and functions into the Complaint operation
• Work with and align the Complaint Management Program with other customer feedback operations
• Create an inclusive and trusting work environment and culture where everyone is motivated to perform at their highest level while bringing the best of them-selves to work
• Perform a variety of ad-hoc tasks pertaining to the complaints process. Leads and directs the work of others

You'll be rewarded and recognized 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 provide development for other roles you may be interested in.

Required Qualifications:

• 6+ years of experience with compliance, risk or operations team or function within the financial services industry
• 3+ years of experience in leading a compliance, risk or operations team or function within the financial services industry
• 2+ years of experience building and/or managing a financial services customer feedback / complaint management program
• Experience collaborating closely with key stakeholders
• Proven to be detail-oriented and self-motivated. solid organizational skills
• Proven effective written documentation, verbal communication, and interpersonal skills
• Proven excellent critical thinking skills and ability to work within tight time constraints
• Demonstrated ability to work independently in a fast paced and multi-tasking environment
• Demonstrated ability to manage work teams of employees and contract/PT employees
• Demonstrated ability to creatively develop training materials as appropriate and conduct training, as applicable

Preferred Qualification:

• Experience working with state or federal bank regulator and/or examination management experience working with banking regulators

*All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy

California, Colorado, Connecticut, Hawaii, Nevada, New Jersey, New York, Rhode Island, or Washington Residents Only: The salary range for this role is $104,700 to $190,400 annually. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. UnitedHealth Group complies with all minimum wage laws as applicable. In addition to your salary, UnitedHealth Group offers benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with UnitedHealth Group, you'll find a far-reaching choice of benefits and incentives.

Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.

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.

Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

UnitedHealth Group is a drug - free workplace. Candidates are required to pass a drug test before beginning employment.

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