Advocacy Manager
4 weeks ago
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Position Title: Advocacy Manager
Job Purpose: As the Advocacy Manager your over-arching role is to improve the experience of our members. The Advocacy Manager is responsible for providing investigations, analysis and support to understand the root cause leading to poor member experience. Recommend and implement process improvements to improve service and ensure the customer's needs are met and have a positive experience, whether this be internal or external.
Reports to: COO Singapore
Critical Tasks and Expected Contributions/Results:
- You will support and represent Operations in both internal and external meetings including Bespoke Governance meetings
- You will take part in (but not own) investigations and escalations related to operational service and performance where you will work with the team(s) to understand and fix, at a root cause, the reasons for any non-positive feedback, and to define recommendations for improvements
- A key measure will be Transactional Net Promoter Score (t-NPS) and you will work closely with the Data and Analytics teams, t-NPS, and Business Insights team to understand member feedback and turn these into data evidenced actionable items to improve the t-NPS score.
- You will work in close cooperation with your colleagues in other operations departments, regions, and across the business to enable a fully holistic one-team approach across all products that are linked to the Singapore (and potentially Hong Kong) business
- You will gather and use data to enable root cause analysis and make recommendations to enhance systems and process as part of continuous business improvement
- Be proactive in identifying improvement/enhancement opportunities (process and systems) and be active in seeking and sharing ideas for innovation across the full area of operational responsibility
- Proactively address and/or escalate any risks to the appropriate department or to management
- You can autonomously host client engagement sessions via webinar for large groups of participants.
- Join client calls where you will be responsible for providing a variety of operational insights relating to service performance and bring forward solutions, in close cooperation with the Client Managers, Client Member Services and Complaints Managers
Key Challenges/Anticipated Changes in Environment:
- Non-organic growth has created fragmentation of systems and process
- Source data to enable analysis does not reside on any one single system
- Multi-team and stakeholder engagement increases complexity
Developmental Value of Position:
- Opportunity for increased senior level exposure across functions
- A key position that starts to use data to drive business decisions and improvement that could increase opportunities as the business grows its data analytics capabilities
- Potential for succession planning into leading larger and more complex team structures
Experience/Knowledge, Education and Other Requirements:
- Minimum 7 years' experience as Senior Claims Assessor, Senior Customer Service Representative, or similar role
- In depth knowledge of the healthcare system in Singapore, Hong Kong, or similar location
- In depth knowledge of working procedures for health insurance claims
- Experience working with Salesforce or similar system
- Experience in process engineering or re-engineering to ensure processes are efficient (Visio skills an advantage)
- Experience in hosting webinar sessions and presenting to plan members
- Experience with one-to-one sessions in person or virtual with clients or brokers
- Experience in using data to build insights and deliver actionable outcomes
- Experience in complaint management - with a proven track record in improving customer service standards
- Flexible to travel when needed to visit clients (member sessions, client meetings) and Cigna teams in other regions, including Kuala Lumpur
- Excellent knowledge of operational processes and systems relating to healthcare services
Personal Competencies Required:
- Excellent interpersonal skills with strong empathy and listening
- Excellent written and verbal communication skills across various channels and groups
- Strong client-centric mindset with developed problem-solving skills – able to make sense of complex, high quantity, and sometimes contradictory information to effectively solve problems
- High level of professionalism
- A growth mindset with a positive attitude towards change and the ability to play an active role in implementing change initiatives.
- Abie to stay calm and operate effectively in stressful and/or ambiguous situations
- Able to seek out best practice to effectively deal with diverse, complex, and highly sensitive issues.
- Results oriented – able to define goals, establish plans and manage work to achieve desired outcomes, even under tough circumstances
- Accountability – assumes ownership for achieving personal results and collective goals.
- Able to pull and motivate people to come together to achieve shared objectives
Please note that you must meet our posting guidelines to be eligible for consideration. Policy can be reviewed at this link.
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