Customer Sr. Service Manager - Hybrid
About the position
The Customer Sr. Service Manager at The Cigna Group is responsible for overseeing a Medical Contact Center Operations team in a hybrid environment. This role involves managing a large team, ensuring quality customer service, and driving operational efficiency while maintaining a customer-centric approach. The manager will lead initiatives to enhance the customer experience, collaborate with various departments, and implement technology and process improvements. The position requires strong leadership skills and the ability to motivate a diverse team during times of change.
Responsibilities
Leads a team of 8 to 10 Front Line Supervisors and Staff (total span of control 150+), across 24 x 7 service shifts
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Directs the overall service related activities for the team's customer service function
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Supports the company's customer experience and operations strategies
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Lead People Initiatives with Human Resources including compensation planning, performance management, staffing, employee relations, employee recruitment, training, teaming and employee development
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Interfaces with other service functions and business units (e.g. sales, account management, technology) accordingly
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Directs workforce management execution to optimize operational efficiencies while not compromising the customer experience
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Executes technology and process enhancements to improve operational efficiency, enhance the customer experience, and respond to customer requests
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Anticipates Customer needs and proactively develops solutions to meet them
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Solves unique and complex problems with broad impact on the business
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Develops and manages business plans to achieve objectives
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Manages external and internal service compliance; identify risk/compliance opportunities
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Continuously identify, analyze, and drive service expense opportunities by employer group and by account
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Acts as a change leader, exhibiting managerial courage, delivering transparent and accurate messages to leadership and staff
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Develop direct reports through coaching, delegation and guidance to master current roles and expand their influence
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Focus on improving the Customer Experience through coaching, guidance and identification/execution of operational improvement opportunities
Requirements
High School Diploma or GED required; Bachelor's Degree or advanced degree preferred
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7+ years' experience within large scale Operations Management strongly preferred
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Experience leading managers and multi-channel virtual operational teams
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Experience in a Customer Centric culture with strong customer service orientation
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Experience with Customer Satisfaction surveys and improving operational effectiveness
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Strong operational orientation and competence with demonstrated influential leadership
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Proven results in leading an organization through changing business priorities
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Excellent leadership and management capability, specifically related to proactive succession management
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Ability to motivate, inspire and rally a team around a common vision
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Exceptional verbal and written communication skills
Nice-to-haves
Experience with Customer Satisfaction surveys preferred
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Proven history of improving an operation's overall effectiveness and efficiency
Benefits
Flexible work environment
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Opportunities for professional development
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Health and wellness programs
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Employee assistance programs
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