|Category||Sales & Business Development|
The Senior Service Delivery Manager is responsible for strategic member experience service solutions for prospective, new and existing clients including complex client changes, driving service recovery efforts, member experience enhancements and product implementations. This includes strategic planning, coordinating and executing with the Client Service Team (CST), Sales and Account Management Operations (SAMO), and cross-functional operations leaders to drive superior member service. Position may serve as the main point of contact for assigned client member service activities. Position mitigates risks to members, clients and ESI through understanding client intent, risk, strategy development, coordination and set-up of operations. Position requires client account and PBM operational knowledge, organizational agility, and strong analytical skills to develop solutions to complex issues. Role is client-facing, requiring strong communication, presentation and business relationship skills. Role participates in peer mentoring and special projects as assigned.
Manages assigned deliverables, including but not limited to: strategic analysis of client intent and corresponding plan development and execution, cross-functional project management, management of complex and escalated assignments, and managing member service and client operational initiatives. Assignments may fall across various SAMO work streams. Meets all defined service standards to ensure CST and client satisfaction. Thinks strategically to proactively offer effective solutions. Manages the member service relationship for clients with complex and/or escalated concerns, and coordinates cross-functionally to achieve results. 50% 2. Acts as a subject matter expert in designated areas. Effectively uses a well-established network of key operational and cross-functional contacts to remove road blocks and resolves issues. Proactively and appropriately escalates and drives issue resolution. 20% 3. Leads cross-functional teams to identify opportunities to address global client issues, presenting recommendations to leadership. 20% 4. Leads special projects and task forces. Identifies, implements and shares best practices and knowledge of the business with peers to improve service levels. Trains and mentors new team members or others across SAMO.
Cigna Corporation (NYSE: CI) is a global health service company dedicated to improving the health, well-being and peace of mind of those we serve. We offer an integrated suite of health services through Cigna, Express Scripts, and our affiliates including medical, dental, behavioral health, pharmacy, vision, supplemental benefits, and other related products. Together, with our 74,000 employees worldwide, we aspire to transform health services, making them more affordable and accessible to millions. Through our unmatched expertise, bold action, fresh ideas and an unwavering commitment to patient-centered care, we are a force of health services innovation.
When you work with Cigna, you'll enjoy meaningful career experiences that enrich people's lives while working together to make the world a healthier place. What difference will you make? To see our culture in action, search #TeamCigna on Instagram.
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 an accommodation based on your physical or mental disability please email: SeeYourself@cigna.com. Do not email SeeYourself@cigna.com for an update on your application or to provide your resume as you will not receive a response.
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