Job Description

ROLE RESPONSIBILITIESCigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. Join us in driving growth and improving lives.Reporting directly to the APAC Chief Operating Officer, you will lead the Operations function for Claims, Customer Service and Client Services and support teams for the GEH APAC team, consisting of six supervisors and their direct reports.The teams are responsible for maintaining Cigna\xe2\x80\x99s focus on operational efficiency and overall service quality across various business functions, including:

• Customer Service & Customer Experience
• Complaint Management & Quality Audit activity
• Claims Management
• Client Services and Billing Operations

The post holder will be responsible for all aspects of service delivery from the teams, being accountable for overall quality, quantity, and timeliness of work outputs, and levels of customer satisfaction.Key to the role will be the implementation of new methodologies and driving process & system improvements while ensuring the delivery of industry-leading customer service. Experience of driving innovation in an operations environment is a key part of the role.Main Duties / Responsibilities:

• Engage & inspire all members of the teams and create an environment that supports success.
• Recruit & retain team members to maintain a full complement of resources at budgeted levels.
• Ensure suitable training and development plans are in place with agreed objectives, and staff receive regular 1-2-1s under the performance review process.
• Develop effective relationships and communications with internal and external customers to ensure a seamless delivery of service. Actively encourage all team members to do likewise.
• Develop and implement strategies to drive operational efficiency and customer experience to new levels.
• Collaborate with cross-functional teams, including IT, Quality Assurance, and Training, to improve processes and systems.
• Monitor key performance indicators (KPIs) and operational metrics to identify trends, issues, and areas for improvement.
• Conduct regular performance evaluations and provide feedback to team members to foster professional growth and development.
• Produce accurate management reports and statistical information in line with formats and timescales agreed with the APAC COO.
• Anticipate potential service problems and instigate remedial action before these become visible to/affect customers directly, invoking escalation to more senior management if necessary.
• Respond to any complaints and address underlying issues promptly.
• Be proactive in seeking, developing, and sharing ideas for innovation in both department and business processes and systems.
• Support the APAC COO in achieving departmental and company-wide goals and business plans.
• Share best practices with our other Operations teams strategically located across the globe.
• Carry out other ad hoc tasks as required to meet business needs.
• Potential domestic and local travel may be required to offices in the APAC region - 10-20%

Experience Required:

• Preference for 8+ years experience in an operations leadership role.
• Experience of leading multiple teams.
• Proven track record of meeting customer needs within a fast-paced service industry.
• Practical experience within the Health Insurance industry, very desirable
• Skilled at implementing a culture that drives operational efficiency and customer experience.
• Experience in developing high-performing teams and individuals.
• Experience in developing, documenting, and continuously improving processes and procedures.
• Experience in managing and leading through change.
• Define and deliver initiatives and projects that deliver performance, financial, efficiency, or customer-centric enhancements.
• Managing performance in a matrix environment is preferred.

Skills:

• Leadership skills to motivate and develop others.
• Excellent negotiation, presentation, and influencing skills.
• Sound analytical skills and ability to focus on detail.
• Action-oriented and customer-focused.
• Ability to identify and manage potential problems.
• Excellent verbal and written communication skills.
• Proficient in the use of Spreadsheets, word-processing, and associated office IT Skills.
• Self-motivated with confidence to use own initiative and to innovate.
• Lean or Six Sigma would be advantageous.

• Ensure business continuity plans are developed, implemented, and monitored.

• Ensures compliance with the organization\'s policies and government regulations.
• Contributes to the review of operations systems and procedures as required to increase efficiency.
• Ensure and contribute to smooth execution of audit (both internal & external) process by providing support to Audit and Finance teams to ensure a successful audit event.
• Works towards leveraging best practices in other regions and countries rather than re-build by working closely with other site leads and ensure the approach is globally consistent and locally relevant.

Stakeholder Management

• Build strong partnership with the relevant Directors and Managers, locally and on remote, to ensure that their needs, concerns, and expectations are acknowledged and managed.
• Share local insights e.g., local labour, real estate, regulator expectations etc. from the markets with stakeholders and managers/leaders.
• Raise the red flag in a timely manner with relevant stakeholders if there are people or administrative challenges like attrition, lack of team work, loss of productivity due to infrastructure issues etc.

Engaging and Influencing People

• Be a motivator and stimulator to create a dynamic and agreeable work environment with strong people engagement.

• Maintain a reputation for professionalism with commendations for outstanding job performances and skill in stakeholder relations, employee relationships, and communications.

• Work closely with relevant people and taking input from different teams in terms overseeing synergies in the region, connecting the dots, and aligning with HR strategy, rea estate view and overall engagement.

• Hold periodical meetings with own teams and provide strong support and guidance to team members.
• Address legal/labor issues by working closely with managers and leaders.
• May get engaged in planning cycles to understand upcoming hiring needs and readiness with local teams plus inputs from a real estate perspective.

About The Cigna GroupCigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. Join us in driving growth and improving lives.

Cigna