Customer Service Manager, Cigna Global (CGHB) - Hybrid

Cigna is currently seeking a Customer Service Manager of Cigna Global. The Global Business Operations Manager is a leadership role within the Cigna Global Health Benefits (CGHB) reporting to the Director of Customer Service Operations. This role will support the North America Global line of business by supporting the management of Operations including Customer Service, Multi-modal communications, claims inquiry, global benefits support and international operations in the Philippines and Dubai. The Manager will also oversee a team of direct reports comprised of Customer Service Supervisors.

The primary responsibilities of this role are to obligations to clients and customers are being managed effectively, to drive continuous improvement within the department, and to partner with other functional areas where necessary, to optimize customer experiences. The Manager will be responsible for working with the Director of Customer Service Operations to execute the operational strategy for the organization, and for leading day-to-day operations.  In addition, a key responsibility of this role is to review data trends to provide insight to the Global Leadership team and Service Operations leaders to make decisions to drive change and improvement.  This role will require the candidate to engage and motivate a team of people with diverse skills, responsibilities and geographic locations, and to drive collaboration with matrix partners (e.g. Product, Policy, Operations) to understand and deliver on our commitments to our beneficiaries and providers.

RESPONSIBILITIES:

• Improve quality such that the team consistently meets or exceeds goals for accuracy, timeliness, and regulatory compliance for all department functions.
• Routinely assess the talent, knowledge, and performance of the staff and administer necessary coaching, training, and performance management.
• Ensure that the team meets all deliverables and milestones related to onboarding and operational management of Employers and beneficiaries.
• Review systems and processes, recommend improvements to increase efficiency, and support projects and initiatives to achieve optimization goals.
• Review upstream and downstream systems and processes, recommend improvements to increase efficiency, and sponsor projects and initiatives to achieve optimization goals and to improve customer and provider experiences.
• Understand and share business controls and information across CGHB and Service Operations; ensure that there is clear understanding and ownership of key scorecard measurements as well as of total quality measures and initiatives.
• Evaluate marketplace opportunities to improve our effectiveness (Cost and Quality).
• Utilize information technology tools and techniques for organizing, analyzing and interpreting data to solve specific issues with an initial focus on quality and cost.
• Build understanding and awareness of product strategies and assess operational impact readiness to support as applicable.
• Implement methods to better utilize customer and provider data to measure our level of success and identify improvement opportunities.
• Develop a team of people that can lead the organization into the future, supply future leaders to other parts of the organization, and think differently about how we do business.
• Enable a virtual work environment where managers and employees have the tools, resources, and information necessary for teamwork, productivity and engagement.

QUALIFICATIONS:

• BA/BS in Business or related field preferred. Equivalent experience accepted.
• 4+ years of experience with large-scale/high volume operations management within the health insurance industry experience required.
• A minimum 3 years of prior direct people management experience with demonstrated results in leading and developing a team of people required. Experience managing managers and virtual management experience strongly preferred.
• Innovative, strategic and creative thinking skills with a focus on continuous process improvement is preferred.
• Highly collaborative individual with the ability to drive change and influence within a cross-functional matrix team environment. Strong communication skills; written, oral and listening skills.
• Travel - 20%

If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.

About Cigna Healthcare

Cigna 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 n