As a Client Operations Enablement Senior Director, you will report to the Operations Enablement Managing Director. This is a key, strategic leadership role in support of Client Service & Operations that owns the development and execution of all key operational enablement functions to deliver on our brand promise to our internal stakeholders and enabling a best-in-class service experience in healthcare. You would be responsible for leading enablement teams that support the day-to-day Client Operations including Quality, Coaching & Training, Errors & Omissions, Knowledge Management & Instructional Design.
KEY RESPONSIBILITIES:
Aligns the vision and strategy of the Client Ops Enablement team to key business priorities and initiatives, taking into account the strategy & vision of the broader Operations Enablement and Customer Experience & Operations Enablement organization.
Ensures the Client Operations Enablement team is deployed to the highest value creation opportunities across Client Service & Operations. Maximizing cost savings and realized efficiencies to contribute and support future growth opportunities in support of the enterprise strategy.
Acts as a connector within CX&OE and Enablement across Client Operations to ensure an enterprise approach to solving our most critical business challenges and identifying opportunities for leverage and value creation.
Enables optimal and consistent service delivery through the Quality and Coaching functions. Drives efficiency through integration and automation of quality control programs.
Develops learning and development strategy for Client Operations inclusive of the curriculum required to facilitate the successful onboarding of all new hires and needs for uptraining and cross-training of staff members. Provides monitoring and all necessary post training support to ensure staff are meeting all job requirements.
Drives continued vision, maturity, and growth for Knowledge Management adoption and expansion across the enterprise to maximize realized business value and efficiencies.
Owns identification and execution of process improvement initiatives within the operations necessary to continuously improve key metrics. Drives strategic deliverables for initiatives/projects to support strategic roadmaps, objectives and opportunity analysis, where applicable
Establishes and drives the key partnerships and vendor relationships to deliver on the broader CX&OE strategy.
Collaborates with cross functional matrix partners, operations, and human resources teams to ensure planning, execution, adoption, and reporting strategies for related areas of responsibility
Ensures effective communication with key stakeholders and internal management
Effectively manages teams to deliver on results
QUALIFICATIONS:
Bachelor's degree required, post graduate degree or professional certifications preferred
10+ years of progressive leadership experience, specifically 5+ years' experience leading leaders
2+ yrs experience owning multiple business functions
Demonstrated ability to think strategically and facilitate discussions across a matrix organization
Advanced knowledge of the healthcare industry required
Strong executive presence with a track record of effectively engaging with a broad range of high-level stakeholders
Demonstrated influence within complex, highly matrixed, innovative and evolving cultures Leadership experience with proven ability to attract exceptional talent and develop effective teams
Emotional Intelligence - Demonstrated strong EQ as evidenced by the ability to understand other people, what motivates them and how to work cooperatively with them. Proven track record of resilience, empathy, strong listening skills and the ability to work through challenging business situation in a highly collaborative way to drive the right business outcomes. Possesses strong self- awareness and curiosity.
Anticipatory - Demonstrated results in being able to think strategically, anticipate future consequences and trends, and incorporate them into both a short-term and long-term organizational plan
Drive for Results - Proven track record of exceeding goals and a bottom-line orientation; evidence of the ability to consistently make good decisions through a combination of analysis, wisdom, experience, and judgment; high level of business acumen, the ability to balance the delivery of programs against the realities of a budget; allocates resources and manages operating expenses to maximize P&L while managing risk.
Strategic Vision and Agility - Ability to think strategically, anticipate future consequences and trends, and incorporate them into the organizational plan Leadership and Organization - Exceptional capacity leading and influencing cross-functional teams; ability to connect staff both on an individual level and in large groups; capacity to enforce accountability, develop and empower top-notch leaders from the bottom up, cultivate entrepreneurship, and learn the strengths and weaknesses of the team so as to put people in a position to succeed.
Customer Focus - Is dedicated to meeting the expectations and requirements of clients; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind.
Matrix Management/Relationship Building - Enterprise thinker with proven ability to influence across a matrix environment. Ability to develop strong relationships across all levels of the organization, and with external partners.
Communication - Strong persuasion skills and effective communicator; ability to create and communicate a compelling vision internally and externally.
Action Oriented - Enjoys working hard in a fast paced, dynamic environment; able to act and react as necessary, even if limited information is available; not afraid to take charge of a situation; can overcome resistance to leadership
We expect this role to be hybrid, working 50% of the time in office, and have a primary work schedule of Monday - Friday, normal business hours, or as business needs dictate.
If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.
About The Cigna Group
Doing something meaningful starts with a simple decision, a commitment to changing lives. At The Cigna Group, we're dedicated to improving the health and vitality of those we serve. Through our divisions Cigna Healthcare and Evernorth Health Services, we are committed to enhancing the lives of our clients, customers and patients. Join us in driving growth and improving lives.
Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.
If you require reasonable accommodation in completing the online application process, please email: SeeYourself@cigna.com for support. Do not email SeeYourself@cigna.com for an update on your application or to provide your resume as you will not receive a response.
The Cigna Group has a tobacco-free policy and reserves the right not to hire tobacco/nicotine users in states where that is legally permissible. Candidates in such states who use tobacco/nicotine will not be considered for employment unless they enter a qualifying smoking cessation program prior to the start of their employment. These states include: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Ohio, Pennsylvania, Texas, Utah, Vermont, and Washington State.
