Cigna Group Insurance Client Implementation and Service Manager
The Client Implementation and Service Manager is responsible for managing a team of 10-15 direct reports in 2 distinct functions: Implementation and Client Service for Cigna's Life, Accident, Disability and Voluntary products, in an assigned market(s). The role supports the Select (0-250 lives) and Regional (251 4,999 lives) segments in that market.
This role will be responsible for supporting the Implementation Coordinators in setting up new business policies and managing complex changes to existing policies; and supporting inforce policies managed by the Client Representatives and Regional Account Managers by building strong relationships, managing service issues and owning the end to end service delivery; and ensuring the Implementation/Service Coordinators provide support to the Implementation and Service front line. Additionally, support will be given to the Regional Account Managers in maintaining the persistency of their client base and growing their book of business through selling additional products, enhancing benefits and/or increasing participation in the plan. The Manager ensures that organizational goals are being met and that their staff is delivering service at the highest level and running at peak efficiency.
Provides client support in the areas of new business implementation, service, maintenance and growth of the book of business.
Serves as a functional leader providing guidance and expertise to team members.
Drive adherence to our Service Philosophy within the team and in all interactions with business partners throughout the operation
Build and support a high performance culture within the team, focusing on employee training and development, regular and open communication, individual accountability and recognition.
Drive book of business growth by ensuring a solid knowledge of our clients and their needs and by promoting initiatives to identify and up-sell opportunities.
Maintain persistency and profitability of the book of business
Manage to budget, including adherence to an appropriate staffing model.
Develop and maintain effective business partnerships to ensure service issues are managed accordingly.
Ensure internal process/procedures are client focused and efficient.
Maximize operational effectiveness by driving consistency in process and procedures
Work closely with business partners to drive continuous process improvement.
Participate in projects and initiatives in support of service and operational excellence and providing consistent, positive client experiences
Undergraduate degree required
5 years of steadily increasing responsibility in leadership positions
Proven ability and record in recruiting and developing talent, team building, planning, change management and profitability growth
Excellent communication and interpersonal skills
Strong negotiation and influencing skills
Proven record of exceeding sales and service objectives
Proven record of driving operational excellence within an organization, including workflow, staffing, and process improvements.
Experience developing client and producer relationships, preferably within the insurance industry
Industry experience that allows for broad perspective of customers needs and marketplace challenges.