Address
Form of workLead and support Cigna's outsourced integrated Service Operations throughout the region or at a site for a specified or multiple line of business. The primary objective of this role is delivering the executional elements of contact center operations across the regional outsourced contact centers or at a specific site. This includes partnering with outsourced leadership to ensure that our Global Service Partners (GSP) are motivated and receive proper direction to achieve top performance against quality, operational efficiency and adherence to policy, procedure and defined customer process, delivering a seamless customer experience. This role is based remote or any internal Cigna home sites.
The successful candidate will be an integral partner in managing our Global Service Partner Site(s) operations, while driving key initiatives and representing the Cigna brand and culture. The candidate will draw from previous work experience in contact center management, Cigna subject matter expertise and vendor management to ensure operations are run consistently and positively impacting the customer/provider experience.
Responsibilities
- Strategic oversight of vendors and governance of the quality of their delivery to the enterprise .
- Develop, nurture and deliver collaborative partnerships with vendors, operations teams, project control teams, and other internal teams.
- In-depth knowledge of Medical Provider & Customer systems & Processes.
- Understand, communicate and manage SLAs (production and non-production). Drive SLAs to ensure alignment with strategic delivery goals.
- Partner with operations to anticipate and plan ahead for key business initiatives.
- Identify, prioritize and resolve key process issues.
- Act as escalation POC for internal and external stakeholders.
- Proactive communication at the Executive level to create transparency and the identification of risk, impacts and mitigation.
- Provide trending, analysis and resolution of issues impacting system performance and business continuity.
- Execute and facilitate Weekly and Monthly Partner Reviews with strategic and material vendors.
- Delivery of prescribed customer and provider experience.
- Create innovative plans with SO leadership and partners to drive and achieve all contract KPI/CPI such as Resolution Rate/Quality and call delivery targets through the integrated model.
- Effectively communicate the Cigna vision and help create and drive a culture that's aligned with Cigna's brand
- Manage 24x7 partner contact center operations on site, in region
Qualifications
- BA or BS in Business preferred
- 5+ years of Contact Center Operations Management and/or Vendor Management experience in a dynamic customer care environment required
- 5+ years managing teams in a Customer Service and/or Contact Center environment demonstrating great people skills and strong leadership experience required
- Experience in staff management and Vendor Management preferred
- Experience managing vendor relationships and a budget management role preferred
- Flexibility to execute on heavy call volume in a fast-pace setting
- Working knowledge of contact center technologies - keeps current with emerging changes in contact center industry and technologies
- Excellent communication skills in the spoken and written word. Strong team building and talent management skills.
- Proven track record in motivating team members to achieve goals. Proven ability in matrix management.
- Demonstrated effectiveness working in a highly matrixed organization
- Proficiency in Excel, PowerPoint, Word and Outlook
- General understanding of destination country labor laws and local nuances needed to support excellent contact center performance
- Knowledge of Medicare regulations for Part C plans
- Business Travel 15-20% including International
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 The Cigna Group
Doing something meaningful starts with a simple decision, a commitment to changing lives. At The Cigna Group, we're dedicated to improving the health and vitality of those we serve. Through our divisions Cigna Healthcare and Evernorth Health Services, we are committed to enhancing the lives of our clients, customers and patients. 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: SeeYourself@cigna.com for support. Do not email SeeYourself@cigna.com for an update on your application or to provide your resume as you will not receive a response.
The Cigna Group has a tobacco-free policy and reserves the right not to hire tobacco/nicotine users in states where that is legally permissible. Candidates in such states who use tobacco/nicotine will not be considered for employment unless they enter a qualifying smoking cessation program prior to the start of their employment. These states include: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Ohio, Pennsylvania, Texas, Utah, Vermont, and Washington State.
