Operations Manager

2 weeks ago

Kuala Lumpur, Kuala Lumpur, Malaysia The Cigna Group Full time

ROLE RESPONSIBILITIES:

Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life.

We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality.

Join us in driving growth and improving lives.


Reporting directly to the APAC Chief Operating Officer, you will lead the Operations function for Claims, Customer Service and Client Services and support teams for the GEH APAC team, consisting of six supervisors and their direct reports.

The teams are responsible for maintaining Cigna's focus on operational efficiency and overall service quality across various business functions, including:


  • Customer Service & Customer Experience:
-
Complaint Management & Quality Audit activity:

-
Claims Management:

-
Client Services and Billing Operations


The post holder will be responsible for all aspects of service delivery from the teams, being accountable for overall quality, quantity, and timeliness of work outputs, and levels of customer satisfaction.


Key to the role will be the implementation of new methodologies and driving process & system improvements while ensuring the delivery of industry-leading customer service.

Experience of driving innovation in an operations environment is a key part of the role.

Main Duties / Responsibilities:

  • Engage & inspire all members of the teams and create an environment that supports success.
  • Recruit & retain team members to maintain a full complement of resources at budgeted levels.
  • Ensure suitable training and development plans are in place with agreed objectives, and staff receive regular 121s under the performance review process.
  • Develop effective relationships and communications with internal and external customers to ensure a seamless delivery of service. Actively encourage all team members to do likewise.
  • Develop and implement strategies to drive operational efficiency and customer experience to new levels.
  • Collaborate with crossfunctional teams, including IT, Quality Assurance, and Training, to improve processes and systems.
  • Monitor key performance indicators (KPIs) and operational metrics to identify trends, issues, and areas for improvement.
  • Conduct regular performance evaluations and provide feedback to team members to foster professional growth and development.
  • Produce accurate management reports and statistical information in line with formats and timescales agreed with the APAC COO.
  • Anticipate potential service problems and instigate remedial action before these become visible to/affect customers directly, invoking escalation to more senior management if necessary.
  • Respond to any complaints and address underlying issues promptly.
  • Be proactive in seeking, developing, and sharing ideas for innovation in both department and business processes and systems.
  • Support the APAC COO in achieving departmental and companywide goals and business plans.
  • Share best practices with our other Operations teams strategically located across the globe.
  • Carry out other ad hoc tasks as required to meet business needs.
  • Potential domestic and local travel may be required to offices in the APAC region %

Experience Required:

  • Preference for 8+ years experience in an operations leadership role.
  • Experience of leading multiple teams.
  • Proven track record of meeting customer needs within a fastpaced service industry.
  • Practical experience within the Health Insurance industry, very desirable
  • Skilled at implementing a culture that drives operational efficiency and customer experience.
  • Experience in developing highperforming teams and individuals.
  • Experience in developing, documenting, and continuously improving processes and procedures.
  • Experience in managing and leading through change.
  • Define and deliver initiatives and projects that deliver performance, financial, efficiency, or customercentric enhancements.
  • Managing performance in a matrix environment is preferred.

Skills:

  • Leadership skills to motivate and develop others.
  • Excellent negotiation, presentation, and influencing skills.
  • Sound analytical skills and ability to focus on detail.
  • Actionoriented and customerfocused.
  • Ability to identify and manage potential problems.
  • Excellent verbal and written communication skills.
  • Proficient in the use of Spreadsheets, wordprocessing, and associated office IT Skills.
  • Selfmotivated with confidence to use own initiative and to innovate.
  • Lean or Six Sigma would be advantageous.
  • Ensure business continuity plans are developed, implemented, and monitored.
  • Ensures compliance with the organization's policies and government regulations.
  • Contributes to the review of operations systems and procedures as required to increase efficiency.
  • Ensure and contribute to smooth execution of audit (both internal & external) proces

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