Chief Operating Officer

**Position Title**: Chief Operating Officer

**Job Purpose**: This role recognizes that service is the primary differentiator for Cigna in the provision of healthcare coverage to high-end customers. Owns all services and projects, provides high levels of customer satisfaction to clients and customers, and lead and motivate the team to meet the company’s expectation. Provides vision, leadership, and day-to-day oversight in all areas of the organization’s operational and programmatic functions, the Chief Operating Officer drives strategic input for all services provided, policies, utilization, contracting, analytics, general operations that moves the company towards its strategic goals while maximizing the company’s profitability, by optimizing resource utilization.

**Reports to**: Chief Executive Officer, Singapore (solid line)

**Critical Tasks and Expected Contributions/Results**:
Oversees the Operations team, Operations Excellence & PMO team, IT team, and matrix oversee the Network and Clinical teams.

Serves as the key business driver for the growth and overall success of the company, ensuring company’s sustainability through automated, effective and efficient processes;
Owns and deliver high quality services to clients and customers for business;
Monitor key performance metrics and take actions to improve constantly;
Handle escalated and complicated compliant cases in an effective and efficient manner;
Review and improve the process to provide better service experience to customers;
Review and service performance report with the CEO, CDO, CSO, business leaders and stakeholders;
Ensure all employees KPIs and regulatory requirements are met in conjunction with Cigna from Operations perspective;
Lead each planning cycle and review with line managers and the team, and implement hiring plan accordingly;
Manages operating budgets, control expenses to ensure compliance with budgets;
Support team development through a structured development plan, ensuring well trained and adequate resources to meet operation needs;
Develop a talented and motivated workforce by ensuring engagement while ensuring optimal efficiency and accountability;
Build & maintain good relationships with clients, brokers, colleagues internally and externally;
Hold periodical meetings with own teams and provide strong support and guidance to team members;
Deeply involve in key projects locally, regionally and globally representing the Singapore branch;
Solution design in supporting new business expansion opportunities in the market;
Manage onshore and offshore operations and ensure proper process flow for seamless collaboration and smooth delivery of services of the highest standards;
Responsible for outsourced services including TPA management;
Responsible for the efficient provision of all member services and key projects relating to the Singapore Branch;
Transformation champion accountable for driving investments that transforms the business;
Leads the strategic business planning which translates corporate-level strategies into a set of discrete change initiatives;
Technology authority. Sets and executes the vision for a modern enterprise architecture that can continue to support the legacy business, while offering enhanced data and analytics, transaction processing, a single view of the customer, and faster product launches crucial to generating new business;
Advances in automation and drive a cultural change with a digital focus;
Target customer experience improvements for products that rely on customer personalization, by extracting and analyzing large volumes of customer and policyholder data, dovetailing with COO’s technology authority know-how needed for advanced analytics;
Manage operations risk, and ensure cybersecurity.

**Key Challenges/Anticipated Changes in Environment**:
Staying competitive and up-to-date in a constantly evolving environment, and identifying opportunities to automate for better effectiveness, efficiency, and a modern sales/customer experience

Increasing the ease of access to information for faster decision making

Utilizing data to target customer experience improvements, and having the vision to adapt to changes nimbly

The need to navigate complex internal and external stakeholders to find compliant solutions in new markets that are heavily regulated

**Developmental Value of Position**:
A highly visible leadership position that touches many parts of the organization, leading various teams in executing the strategy in a synergized manner

Broad exposure to all aspect of business, determining and refining the operating model that works in the given macro environment

External influencing, thought leadership and partner exposure

**Experience/Knowledge, Education and Other Requirements**:
University education required;
At least 15-year experience in the fields of high-end health services and/or, managed healthcare organizations;
Preferable insurance background and particular in healthcare would be a