Manager, Client Service and Operations - Remote

Candidates who reside within 50 miles of the following locations may be asked to work in person: Bloomfield, CT, Chattanooga, TN, Denver, CO, St Louis, MO, and Scottsdale, AZ.    
 

POSITION SUMMARY

Are you ready to step into a position that combines your leadership and collaboration skills, encourages you to think strategically, yet stay connected with your team. Then this is the role for you!

This role is responsible for managing implementation outcomes and experience for one to two sales markets. This includes day-to-day oversight of operational activities of a team of implementation managers within Client Operations who manage a book of business for new and renewing commercial clients. The manager is responsible for well-developed partnerships with aligned sales office leadership and matrix partners with a shared goal of ensuring timely and quality client implementation outcomes. This position includes development and execution of a strategy to achieve top results with the resources available to them based upon the needs of their market.  The manager will be expected to drive a strong culture of inclusion, trust, accountability, and collaboration that fosters growth and successful innovation and adaptation to change.  This position will also be responsible for the development of implementation managers of varying tenure and skillset. This position will meet with clients and/or brokers to assist in resolving any escalated issues relative to the Implementation Process, including executive communications and project reporting

WHAT YOU’LL DO:

• Coach, mentor and support the development of a team of client operations job family roles.

• Drive service excellence on behalf of their individual book of business and business division; proactively support, supervise and oversee the team to ensure day-to-day core service deliverables are met and contributes to the strategic planning for client renewal and retention strategies.

• Serve as a point of escalation for the team on issues of service breakdown or operational concern; act as a liaison to the various internal partners to ensure efficient, effective resolution; provide proactive consultation related to service opportunities.  Identify and champion process improvement initiatives when applicable to support client growth and retention.

• Translate broad theories and strategies into clear, actionable objectives; champion cross functional initiatives; communicate progress and key milestones to appropriate internal partners and key divisional business leaders.

• Work with team members to ensure we secure client renewals and improve business financial position.

• Utilizing the tools from the Management Operating System, provide Sales and Implementation leadership with status of team deliverables, client escalations and process opportunities.

• Ensure availability of staff to accommodate business need (addressing backfills and training timely, managing vacation calendars, flexible working hours, etc.)

• Works with internal and external business partners to ensure that account expectations are met.

• Actively engage and support in new sales opportunities.

• Stays abreast of marketplace trends and competitive landscape in order to best position retention and growth efforts across the team and division.

WHAT YOU NEED TO DO THIS JOB:

• High School Diploma or GED required. Bachelor’s degree in business administration or related field preferred.

• 3+ years of solid understanding of PBM and healthcare industry is highly preferred.

• 3+ years’ experience managing client implementations and relationships; previous experience managing large teams comprised of both people leaders and individual contributors is highly preferred.

• Strong project management skills required; PMP/Six Sigma a plus.

• Ability to leverage and organize data to identify trends, gaps, and opportunities and present to varying audiences with impact.

• Focus on excellent quality and customer service.

• Ability to think with an enterprise mindset and to continuously challenge the status quo.

• Demonstrated ability to motivate people and teams while raising performance levels year over year.

• Proficient PC skills including Microsoft Word, Excel, and PowerPoint required.

• Strong verbal and written communication skills to effectively communicate and interact with all levels and functions within the organization required.

• Requires 25% travel to support divisional strategic planning initiatives client meetings as needed.

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.

For this position, we anticipate offering an annual salary of 87,200 - 145,300 USD / yearly, depending on relevant factors, including experience and geographic location.

This role is also anticipated to be eligible to participate in an annual bonus plan.

We want you to be healthy, balanced, and feel secure. That’s why you’ll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you’ll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs. We also offer 401(k) with company match, company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year and paid holidays. For more details on our employee benefits programs, visit Life at Cigna Group.

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.

Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances.