Senior Operations Manager
hace 1 día
**Job Overview**
Cigna is seeking an experienced Senior Operations Manager to lead our Customer Service team in Madrid. As a key member of our leadership team, you will be responsible for driving operational excellence and delivering best-in-class service experiences for our customers.
Key Responsibilities:
- Manage operational KPIs across different customers and communication channels, analyzing performance data to identify opportunities for improvement.
- Ensure high-quality service delivery through regular quality audits and NPS surveys.
- Foster a high-performance culture by recognizing and developing staff, reducing attrition, and improving employee engagement.
- Take ownership of high-level escalations, resolving issues while communicating with stakeholders.
- Partner across departments to drive win-win situations, focusing on cost reduction and OPEX optimization.
Requirements:
- Minimum three years' experience in people management, preferably in the insurance sector.
- Proven track record of delivering operational KPIs, resource planning, and project execution.
- Experience leading projects aimed at reducing OPEX or increasing quality of service.
About the Role: This is a hybrid position with a minimum of one day per week from our office in Madrid. The successful candidate should have availability for limited traveling. Salary: €60,000 - €80,000 per annum, depending on experience. Benefits include a competitive compensation package, opportunities for career growth, and a dynamic work environment.
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