Senior Manager, Client Service and Operations - Remote - Cigna Healthcare

Candidates who reside within 50 miles of the following locations may be asked to work in person: Bloomfield, CT, Chattanooga, TN, and St Louis, MO.    

Position Summary:

The Senior Manager for the US Employer's Over 500 (O500) segment is responsible for managing client implementation outcomes and experiences across our regional support model. This role involves leading and developing a team of Implementation Managers (IMs) within Client & Service Operations, ensuring the successful onboarding of new and renewing clients in our O500 (Middle Market) segment. Key responsibilities include building bench strength, growing talent, and driving a high-performing team through effective project management, risk mitigation, and continuous improvement. The Senior Manager will develop and maintain productive relationships with sales leaders, brokers, and clients, while aligning with regional and market-level strategies. They will foster a culture of inclusion, trust, and accountability, promoting growth and innovation. Additionally, the role requires strategic oversight of resource management, including evolving the workforce capacity model to meet business needs. The Senior Manager will contribute to organizational initiatives, ensuring alignment with broader CS&O goals and delivering exceptional client implementation experiences.

Responsibilities, Scope and Contributions

Leadership and Team Management:

• Lead and manage a team of O500 Implementation Managers (IMs) by utilizing tools such as Management Operating System, Verint, Vista, and Tableau to monitor progress, make regular adjustments, and maximize productivity.

• Establish clear goals and expectations for IMs with measurable metrics, actively monitor and review to ensure overall success.

• Hold and document regular one-on-ones to engage in high-quality conversations about outcomes, available data, goals, capacity, work satisfaction, and career growth.

• Actively coach and develop higher-level IMs to support other IMs in complex issue resolution and escalation.

• Seek opportunities to observe IMs in action, providing specific timely feedback to foster continued growth.

• Implement continuous feedback mechanisms to promote ongoing improvement and development within the team.

Project Management and Optimization:

• Facilitate regular inventory review meetings (stand-ups) and escalated account reviews to ensure the best possible outcomes and maintain organized reporting and summaries for sales leadership.

• Ensure workload is appropriately assigned and balanced across resources based on strengths, skillsets, and positions.

• Deeply understand aligned sales market strategy and anticipated market activity, developing strategies to address unique needs and volumes.

• Implement risk mitigation strategies to proactively address potential issues and ensure seamless client onboarding experiences.

• Evolve metrics to drive performance improvement and optimize team productivity.

• Continuously improve project management processes to enhance efficiency and effectiveness.

Strategic Partnerships and Alignment:

• Develop and maintain close, productive, collaborative relationships with sales leaders and support external relationship-building efforts with key brokers and clients.

• Maintain close partnership and frequent communication with sales leadership to keep them informed of local implementation strategy, status, risk assessment and mitigation plans, and ongoing initiatives.

• Work with the team and partner with managers of other matrix partner teams on escalated issues and issue resolution, utilizing reporting and analysis to understand root causes and prevent repeat occurrences.

Cultural Leadership:

• Facilitate ongoing conversations and activities with the team focused on establishing and enhancing a diverse culture of inclusion, accountability, growth, and empowerment.

• Drive a strong culture of inclusion, trust, accountability, and collaboration that fosters growth and successful innovation and adaptation to change.

Organizational Contributions:

• Stay informed on organizational initiatives and share with the team, illustrating the connection to the O500K team broadly as well as to their team members’ roles.

• Meet with clients and/or brokers to assist in resolving any escalated issues relative to the Implementation Process, including executive communications and project reporting.

• Utilize tools used within Client & Service Operations (CS&O) to provide sales and i