Global Operations Manager
hace 3 semanas
About Us
Cigna Healthcare, a division of The Cigna Group, advocates for better health through every stage of life. We guide our customers through the healthcare system, empowering them with the information and insight they need to make the best choices for improving their health and vitality.
Job Summary:
Job DescriptionWe are seeking an experienced Global Operations Manager to lead our provider experience team. As a key member of our operational leadership team, you will be responsible for managing a team based in KL, Nairobi, and Madrid, ensuring production levels and targets are achieved, and championing efforts that achieve the highest possible levels of provider experience and satisfaction.
Key Responsibilities:
- Lead dedicated care teams globally in an efficient and effective way.
- Build and foster a true culture of provider centricity.
- Meet operational KPIs within the team in terms of production, quality, TAT, and delivering on those.
- Analyze support workflows and make suggestions for improvement and innovation in business processes.
- Manage schedules of team members according to customer/provider demand and service level agreements.
- Assess capacity planning for your segments and follow up on absences and coverage strategies to secure business continuity.
- Participate in forecasting and budgeting for customer service and track actual performance against plan.
- Produce meaningful, accurate management reports and statistical information in line with agreed formats and timescales.
- Maintain regular contact with Client Management, Service Ops, Clinical, and other internal stakeholders.
Requirements:
- Minimum 2 years' experience leading operational teams within the company or outside.
- International mindset, able to work remotely with colleagues and direct reports across locations.
- Striving for excellent service to our members, clients, and providers.
- Experience in coaching, managing, developing, and motivating individuals and teams.
- Experience in change and process improvement management with a proven track record in improving customer service standards.
- Experience managing offshore teams.
- Strong presentation skills and knowledge of Microsoft Office tools (Word, Outlook, Excel, PowerPoint).
- A growth mindset with a positive attitude towards change and the ability to implement change initiatives.
- Competency to build a team and create an atmosphere of positive collaboration and innovation.
- Proven data analytics skills (advanced Excel, Qlikview, Tableau, etc.).
- Results-oriented, with the ability to establish plans and manage work to achieve desired outcomes.
- Accountability for achieving personal results and collective goals.
- Strong communication skills with a high level of English required.
Benefits:
- Type of Contract: Permanent.
- Multicultural working environment: A diverse job in an international context with impressive clients.
- Hybrid working: Enjoy working from home 3 days per week and 2 days from our Madrid office.
- Cigna's "Happy You": health and wellbeing initiatives, flexible work hours, home working opportunities.
- Flexible starting hour: Official Schedule Monday to Friday 9:00 to 17:00 with flexibility.
- A wide range of social benefits (healthcare insurance, pharmacy insurance, dental insurance, vision insurance, life insurance, shuttle bus, etc.) and attractive salary packages.
Salary: €60,000 - €80,000 per annum depending on experience.
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