Head of Complaints Management - UAE National

at  The Cigna Group

Cigna Healthcare in Dubai is seeking a highly experienced and motivated Head of Complaints Management, dedicated to overseeing the complaints management function. The role requires close collaboration with Compliance and involves building and maintaining a robust network with regulators. This position is crucial for ensuring that complaints are managed efficiently and in compliance with regulatory requirements.

QUALIFICATIONS:

• Bachelor’s degree in Business Administration, Law, Healthcare Management, or a related field. A Master’s degree is preferred.
• Minimum of 10 years of experience in complaints management, regulatory affairs, or a related field within the healthcare industry.
• Proven track record of successful collaboration with regulatory bodies and compliance departments.
• Strong leadership skills with the ability to manage and motivate a team.
• Excellent communication and interpersonal skills, with the ability to build and maintain effective relationships with regulators and internal stakeholders.
• In-depth knowledge of healthcare regulations and best practices in complaints management.
• UAE National status is a mandatory requirement for this position.

• Departmental Oversight: Provide leadership and strategic oversight to the Complaints Management department, ensuring all activities comply with internal policies and external regulations.
• Governance and Regulatory Affairs: Oversee governance practices and regulatory affairs related to complaints management, ensuring adherence to legal and regulatory standards.
• Oversight of Function in Partnership with Compliance: Collaborate with the Compliance department to ensure that all complaints are managed in line with compliance requirements and best practices.
• Liaising with Regulators: Establish and maintain strong relationships with regulatory bodies, ensuring open communication and effective handling of regulatory inquiries and audits.
• Network Building: Build and sustain a robust network with regulators, fostering cooperative relationships and ensuring regulatory expectations are met.
• Continuous Improvement: Drive continuous improvement initiatives within the Complaints Management function, implementing best practices and innovative solutions to enhance efficiency and effectiveness.
• Reporting and Analysis: Provide regular reports and analysis on complaints management performance, identifying trends and areas for improvement.
• Team Leadership: Lead, mentor, and develop a team of complaints management professionals, fostering a culture of excellence and accountability.