New Business Sales Operations Manager

Role Summary

The New Business Sales Operations Manager role sits in our Client and Growth Services team and reports to the New Business Operations Leader.  This role will be responsible for leading a New Business Consultant team and functional initiatives to drive operational priorities that align with local market sales growth goals as well as support the overall business strategy.  

The Sales Operations New Business Consultant Team, through the handling of high-volume complex processes, is focused on aligning with the New Business Manager for prospects and sold cases, enabling speed to market and differentiated value to clients, customers and producer partners and has a direct impact on our sales growth goals. 

The New Business Sales Operations Manager will collaborate with Senior Sales Management, Client & Growth Services Leadership team, key stakeholders, and interact across multiple business areas and leaders. This role coordinates and executes change management strategies, influence, and lead projects as well as initiatives that drive consistent and simplified processes, elevate ease of doing business and improve operational efficiency across the operation.

Responsibilities:

• Plans, coordinates, and lead projects to improve the operational efficiency and effectiveness across the entire New Business Consultant operation. 
• Accountable for developing and operationalizing best practices and consistency of process for the organization
• Responsible for elevated service delivery for our clients and sales team for new business to ensure ease of doing business, client readiness for case install and timely access to care.  Including direct reports and influence across the entire operation.
• Collaborate with peers and leadership to define and refine reporting requirements and strategy for clients as well as internal sales areas.
• Lead a team of New Business Consultants and create a supportive environment that incorporates regular training, development, feedback and career coaching.
• Partner with Sales Leadership, Regional Service Operations, New Business Managers, and key stakeholders to evaluate opportunities to elevate the client/broker and customer experience.  Ensure flawless onboarding and implementations of our new clients.
• Drive innovation through problem solving and root cause analysis of broad issues - identify opportunities for service improvement and execution with focus on automation and efficiency.
• Lead and influence a culture across the Client experience (within the team, sales, and enterprise matrix partners) that proactively identify issues with solutions to ensure metrics, customer-centricity, and quality requirements are met or exceeded.
• Establish and communicate clear expectations of competencies behaviors through individual and team meetings
• Motivate, drive accountability, coach and develop a diverse team with the ability to assess talent. Ensure effective orientation of new talent.  Retain, grow and build a strong talent pipeline.
• Monitor daily staff performance, reporting and procedures for high- level customer experience and improved operational efficiency.
• Collect and convert business reporting requirements into functional and non-functional specifications to enable innovation and support application development.
• Exhibit full understanding of the renewal process and leverage influence on service needs in the segment aligning technology, sources, clear assumptions that are approved by the business.
• Manage relationships with Sales Leadership, Sales Operations and other functional areas.  
• Work with project teams and development teams on Client and Growth Services related initiatives.
• Leverage tools such as Salesforce, and other Cigna platforms successfully.  

Qualifications:

• Bachelor’s degree preferred or at least 7 years of related experience.
• Minimum of 5+ years of experience managing people
• 3+ years of previous sales, service or executing client related experience strongly preferred
• Skilled in the use of Microsoft Excel and PowerPoint.
• Excellent communication and interpersonal skills, both written and verbal; strong customer service and demonstrated ability to drive outcomes/results
• General knowledge of insurance products, procedures and systems for the Client and Growth Service area is desired
• Prior experience working with matrix partners and external customers is preferred
• Goal oriented, resourceful, personally accountable and self-directed
• Demonstrated ability to proactively seek opportunities for improvement and to effectively collaborate across the organization
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