Job Information
The Cigna Group GIH Customer Operations Manager in Greenock, United Kingdom
GIH Operations Manager
Location: Greenock
Cigna is one of the largest International Medical Insurers worldwide and can trace its roots back over 200 years. We are looking for a highly motivated, focused individual to join our rapidly expanding team. You will have the opportunity to work for a forward thinking and progressive organisation, within a dynamic team environment where there are tangible progression opportunities.
Cigna International’s Global Individual Health business is a leader in providing international health insurance to expatriates and other globally mobile individuals.
The Position;
As Operations Manager you will drive and inspire your wider team to have a laser focus on supporting our customers – as well as delivering excellence through achievement of your KPI’s, your influence will also ensure that you drive a ‘Customer First’ culture.
Reporting to the Head of Customer and Operational Integrity the role will have line management responsibility for the claims and customer service functions locally for the Global Individual Health business. The Operations Manager will be a key member of the global operations management team across multiple locations sharing best practise, insights and collaborating to a drive 5-star customer service experience.
Your role will be broader than the day-to-day management of the operation – your agile, customer centric mindset will ensure that you contribute to our overall operations strategy with a tactical focus on affordability and improving value. The candidate will also be responsible for identifying opportunities to enhance the claims and customer service proposition and improve the efficiencies and productivity of your teams.
Motivate individuals and teams collectively to achieve KPI’s relating to productivity, turn-around-time, quality, and client & customer satisfaction.
Ensure Compliance standards are met or exceeded, 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.
Create an environment that encourages and delivers success – you must have the ability to inspire your team whilst developing your team members to the next level.
Ensure appropriate performance management action, timely recruitment and effective succession planning is in place.
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.
Contribute to change and innovation and be pro-active in identifying opportunities for improvement within the team and within wider service delivery.
Instill a customer first mindset in all that we do.
Use data insights to challenge day-to-day operations and build a continuous improvement approach to delivering success.
Manage effective capacity plans, keeping oversight of staff level requirements. Proactively address and escalate any risks.
Produce meaningful, accurate management reports and statistical information in line with formats and timescales, including trending and enhancement activities with quantification of operational impacts.
Develop/maintain proactive business relationships, both internally and externally to ensure a seamless delivery of service.
Be a focal point for our client & client management teams.
The candidate will need full flexibility to support the business needs over a 24 hour day in peak times
YOUR PROFILE
Minimum of five years prior management experience or other relevant experience in a customer facing environment
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
Financial services or Insurance experience is a plus
Highly competent language knowledge of at least English (additional languages are a plus)
Experience in coaching, managing, developing and motivating individuals
Proven data analytics skills (advanced Excel, Qlikview, Tableau ...)
Clear experience in driving a team to achieve excellent operational results
Experience of leading and implementing change
Excellent inter-personal skills
Negotiation and influencing skills
Action-orientated problem-solving skills / process improvement
Excellent organization, planning and prioritization skills
Strong communication skills: demonstrating drive, courage and enthusiasm
Demonstrating flexibility and adaptability to change
Result-oriented, able to mobilise the team to achieve key objectives
Accountability – assumes ownership for achieving personal results and collective goals
Customer oriented
Management of third party outsource relationships (BPO’s) would be advantageous
KEY COMPETENCIES
Manage ambiguity
Balance stakeholder needs and demands
Metric and performance driven
Organizationally savvy
Drive people engagement & loyalty
Build effective teams
Tech savvy
Global perspective
Data driven
Strategic capabilities
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 need to make the best choices for improving their health and vitality. Join us in driving growth and improving lives.
Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.
If you require reasonable accommodation in completing the online application process, please email: SeeYourselfEMEA@cigna.com for support. Do not email SeeYourselfEMEA@cigna.com for an update on your application or to provide your resume as you will not receive a response.