Senior Operations Manager

5 days ago

Singapur, Singapore The Cigna Group Full time
About the Role

We are seeking a highly skilled and experienced Senior Operations Manager to join our team at The Cigna Group. As a key member of our operations team, you will play a critical role in improving the experience of our members.

Key Responsibilities
  • Support and represent Operations in both internal and external meetings, including governance meetings.
  • Participate in investigations and escalations related to operational service and performance, working with teams to understand and fix root causes and define recommendations for improvements.
  • Work closely with the Data and Analytics teams, Transactional Net Promoter Score (t-NPS), and Business Insights team to understand member feedback and turn it into data-evidenced actionable items to improve the t-NPS score.
  • Collaborate with colleagues in other operations departments, regions, and across the business to enable a holistic one-team approach across all products linked to the Singapore (and potentially Hong Kong) business.
  • Gather and use data to enable root cause analysis and make recommendations to enhance systems and processes as part of continuous business improvement.
  • Identify improvement/enhancement opportunities (process and systems) and actively seek and share ideas for innovation across the full area of operational responsibility.
  • Proactively address and/or escalate any risks to the appropriate department or to management.
  • Host client engagement sessions via webinar for large groups of participants.
  • Join client calls, providing operational insights relating to service performance and bringing forward solutions in close cooperation with Client Managers, Client Member Services, and Complaints Managers.
Key Challenges and Anticipated Changes in Environment
  • Non-organic growth has created fragmentation of systems and processes.
  • 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, increasing 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 a 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 systems.
  • 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.
  • Able 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.

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