Registered Nurse Manager
Resume:
Michael Nuval
*************@*****.***
linkedin.com/in/michael-nuval-2204b487
Summary
Seasoned leader with over 15 years of management experience across multiple programs in the business process outsourcing industry. Proven track record of successfully driving performance in different corporate structures, from start-up and even corporate turnaround situations. Driving long- term growth and profitability by combining big picture thinking with rigorous execution. Passionate about operational efficiency, team building, driving team performance, exceeding program metrics, building genuine partnership with clients, driving customer experience, and ensuring organizational effectiveness. Intuitive problem solver, people enabler with proven success in building genuine client partnerships.
Experience
Associate Director
UnitedHealth Group
Dec 2014 – Jul 2020 (5 yrs. 8 mos.)
I managed the Core Clinical and Clinical Support teams with 1000 staff across 3 sites. My main role was creating long-term, healthy, service provider - customer relationships, acting as the bridge between the client and our operational delivery teams. My key responsibility was governance across all areas of services including service management, incident and change management, continual service improvement and customer satisfaction, as well as, playing a key role in ensuring the highest level of operational service delivery. Key Achievements: * Achieved 96% against 90% target on manager effectiveness in Optum's 2020 employee survey * Achieved 95% against 90% target on employee engagement in Optum's 2020 employee survey by leading teams towards maintaining work-life balance and spearheading meaningful employee activities * Credited with lowest year to date attrition rate at 15% across all Clinical Programs by addressing key issues in attendance, leveraging employee engagement and implementing a clear staff career path and roadmap * Reduced bench staff ratio from 27% in 2019 to 2.6% in 2020 by leading staff realignment * Mentored and promoted 15% out of 1000 staff across 3 sites into various managerial and support roles * Strengthened operational efficiency that resulted to 100% Service Level Agreements on all critical metrics * Spearheaded action plans to improve customer satisfaction which resulted in consistently maintaining Net Promoter Score of 65 and above for all Clinical programs * Directed migration of 20% of stateside work to Optum Philippines with realized savings of $1.2 million * Introduced several automation projects as executive sponsor with realized savings of $1.5 million
Associate Director
AIG
Mar 2014 – Nov 2014 (9 mos.)
I managed the Key Process Outsourcing and Data Management Service pillars in both Malaysia and Manila shared services for 300 staff across 15 accounts in 3 sites. I was responsible for ensuring and improving the performance, productivity, efficiency and profitability of departmental and organizational operations through the provision of effective methods and strategies. I managed the implementation of business guidelines and strategies and overall management responsibility for daily operations. Key Achievements: * Attained 100% on all Service Level Agreements by spearheading operational discipline and efficiency * Successfully migrated 15% of Stateside work to AIG Philippines with $1.8 million realized savings * Redesigned process improvement projects with $1.3 million realized savings in automation and staffing efficiency *Organized employee retention programs resulting to 90% staff retention in 9 months across 300 staff * Set up, lead and managed new department and organizational restructure from country-based to regional functional alignment between Philippines and Malaysia Operations
Director of Operations
Cognizant
Sep 2005 – Sep 2013 (8 yrs. 1 mo.)
I took the lead in managing all aspects of the organization’s operation to meet established objectives for growth and profitability. In this role, I executed financial forecasts, developed tools to control expenses and oversaw personnel management. I collaborated with several departments, including human resources, accounting, sales and distribution, and marketing. I assisted department heads in establishing goals, policies, procedures, budgets, and personnel needs. I helped in setting resource requirements, along with allocation and reporting. Key Achievements: * Spearheaded Clinical and Sales Operations with management responsibility for 500 staff * Introduced operational efficiency and staff development leading to awarding of 20+ client programs in areas in Nurse Triage, Medical Underwriting, Nurse Chat, Sales of Diabetic Supplies and Telephonic Survey * Awarded collateral responsibility as account relationship manager for special programs with multiple cross functions * Strengthened succession planning and promoted 10% from 500 staff into various managerial and support roles including trainers, supervisors, quality analysts and subject matter experts
Education
Centro Escolar University
Bachelor's degree, Registered Nursing/Registered Nurse
1992 – 1996
Contact this candidate