Advocacy Manager

**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 be leading and responding to investigations and escalations received either directly from the client, brokers, Client Management Services, or the Client Management team.
These investigations can be complex in nature and your role is to investigate each escalation carefully and to provide feedback and solutions to both the client and the internal stakeholders.
Ultimately, using data and analysis that evidences and leads to recommendations to fix at a root cause.
You will work in close cooperation with your colleagues in other operations departments and other regions to enable a fully holistic approach across all products that are linked to the Singapore business.
You will be the key operations contact for a small number of experience rated groups located in Singapore and will help identify trends and opportunities to increase client and customer satisfaction.
In that role, you will also support the Client Managers with client engagement sessions which may be in-person or on-line.
You are responsible for investigations and escalations related to any operational service.
You liaise and coordinate with your colleagues across the business and across products to ensure a one team approach
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.
Being proactive in identifying improvement/enhancement opportunities and be active in seeking and sharing ideas for innovation in business processes within Customer Services, Claims, and other operations.
Proactively address and/or escalate any risks to the appropriate department or Singapore COO
You manage your workload and make sure to deliver service within the agreed KPI’s
You can host autonomously Client engagement sessions via webinar for large groups of participants.
Join client calls where you will be responsible for providing insights on escalations and bring solutions forward, 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 of 7 years’ experience as Senior Claims Assessor, Senior Customer Service Representative, or similar role.
In depth knowledge of the healthcare system in Singapore or similar location
In depth knowledge of working procedures for health insurance claims
Experience working with Salesforce or similar system
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
You have strong interpersonal skills with excellent written and verbal communication skills
Strong client-centric mindset with developed problem-solving skills
Responsible for maintaining a high level of professionalism with clients
Experience in complaint management - with a proven track record in improving customer service standards
Communicating and coordinating with colleagues in other departments as necessary
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
A growth mindset with a positive attitude towards change and the ability to play an active role in implementing change initiatives.
Ability to stay calm in stressful situations
Able to seek out best practice to effectively deal with diverse, complex and highly sensitive issues.

**Personal Competencies Required**:
**Interpersonal Savvy**: Relating openly and comfortably with diverse groups of people.

**Drives Results**: Consistently achieving results, even under tough circumstances.

**Ensures Accountability*