Customer Sr. Service Manager - Hybrid

at  The Cigna Group

POSITION SUMMARY

Owns the output of a key discipline within Customer Service and typically manages a team of Customer Service job family roles. Manages a customer service center, ensuring quality customer service is provided. Responsibilities include directing operations, call procedures and resolution of customer complaints and inquiries. Oversees the customer service managers and supervisors. Utilizes in-depth professional knowledge and experience to set departmental goals which align with functional strategy. Focuses on achievement of departmental goals and plays a significant part in achieving functional goals.
Responsible for managing a Medical Contact Center Operations team in a virtual environment. Engage and motivate a large team with diverse skills, responsibilities, and geographic locations to deliver Customer Centered service through a time of significant change. Drive collaboration with matrix partners to understand and deliver upon our promises to our customers, clients, and employees.

QUALIFICATIONS

• High School Diploma or GED required. Bachelor’s Degree or advanced degree preferred.
• 7+ years’ experience within large scale Operations Management strongly preferred. Experience leading managers preferred.
• Experience in leading multi-channel virtual operational teams.
• Experience leading in a Customer Centric culture. Strong customer service orientation.
• Experience with Customer Satisfaction surveys preferred and a proven history of improving an operation’s overall effectiveness and efficiency while improving the customer experience.
• Strong operational orientation and competence. Demonstrated influential leadership in/with a highly matrixed operations organization.
• Proven results in leading an organization and peers through changing business and/or operations priorities.
• Excellent leadership and management capability, specifically related to proactive succession management and performance management within the team.
• Ability to motivate, inspire and rally a team around a common vision.
• Exceptional verbal and written communication skills with demonstrated ability to research, problem solve, trouble shoot, lead, influence and partner across the organization.
  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.

• Leads a team of 8 to 10 Front Line Supervisors and Staff (total span of control 150+), across 24 x 7 service shifts
• Directs the overall service related activities for the team’s customer service function. Supports the company’s customer experience and operations strategies
• Lead People Initiatives with Human Resources including compensation planning, performance management, staffing, employee relations, employee recruitment, training, teaming and employee development
• Interfaces with other service functions and business units (e.g. sales, account management, technology) accordingly
• Directs workforce management execution to optimize operational efficiencies while not compromising the customer experience.
• Executes technology and process enhancements to improve operational efficiency, enhance the customer experience, and respond to customer requests. Develops innovative solutions
• Anticipates Customer needs and proactively develops solutions to meet them;
• Solves unique and complex problems with broad impact on the business;
• Develops and manages business plans to achieve objectives.
• Manages external and internal service compliance; identify risk/compliance opportunities; supports assessment and mitigation of identified risks; responsible to corporate risk and other compliance functions
• Continuously identify, analyze, and drive service expense opportunities by employer group and by account; deliver short and long term savings to the company and customers by enhancing the service experience; influence others to consider the customer’s service expense opportunities
• Acts as a change leader, exhibiting managerial courage, delivering transparent and accurate messages to leadership and staff, and driving operational improvement efforts that positively impact customer centricity, accuracy, and efficiency
• Develop direct reports through coaching, delegation and guidance to master current roles and expand their influence for more responsibility or another Cigna role
• Focus on improving the Customer Experience through coaching, guidance and identification/execution of operational improvement opportunities. Collaborate with Quality and Coaching to improve overall audit performance on customer surveys.