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Director de Operaciones

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The Cigna Group

1mo ago

  • Job
    Full-time
    Senior Level
  • Customer Relations
    Business, Operations & Strategy
  • Madrid

AI generated summary

  • You need 6+ years in operations, strong results focus, excellent communication, data analytics skills, bilingual in English/Spanish, and strong problem-solving and prioritization abilities.
  • You will manage daily operations, enhance efficiency, oversee capacity planning, improve customer experience, lead teams, drive continuous improvement, and ensure compliance with regulations.

Requirements

  • Minimum of 6 years’ experience leading large operations teams or other relevant experience in a Customer Operations function.
  • Results driven with focus on execution and delivery, and strategy oriented able to motivate leaders.
  • Excellent communication and inter-personal skills for managing multiple stakeholder groups.
  • Experience in coaching, managing, developing and motivating individuals.
  • Proven data analytics skills (advanced Excel, Qlikview, Tableau ...).
  • Fluent language skills at least in English and Spanish.
  • Excellent organisation, planning and prioritisation skills as well as orientated to problem-solving and process improvement.
  • Flexibility and adaptability to change and proactivity to assume ownership for achieving personal results and collective goals.

Responsibilities

  • Deliver the day-to-day business unit management for Operations in Cigna Healthcare Spain developing and implementing policies and procedures, monitoring performance metrics, and ensuring compliance with industry regulations.
  • Ensuring that operational processes are in place and work efficient and effectively, and review systems operational capabilities to make recommendations, to automate tasks and to enhance efficiencies.
  • Manage effectively capacity plans, keeping oversight of staff level requirements, and implement strategies to improve productivity.
  • Lead the customer journey map throughout the company to make improvements in the customer experience.
  • Work collaboratively with the other Spain Domestic Heads of Departments and wider stakeholder network across Cigna International Healthcare.
  • Motivate individuals and your teams collectively to achieve agreed productivity, turn-around-time, quality and client & customer satisfaction targets, creating an environment that encourages and delivers success.
  • Inspire your team whilst developing your team members to the next level.
  • Use data insights to challenge day-to-day operations, and build a continuous improvement mindset.
  • Overseeing the PMO area to proactively assisting the business in the develop and implementation of the annual set of innovative projects.
  • Produce meaningful, and accurate management reports, including trending and enhancement activities with quantification of operational impacts.
  • Develop/maintain proactive business relationships, both internally and externally, to ensure a seamless delivery of service, and be aware of the market new trends, digital and operational tools, to leverage innovations within Cigna.
  • Manage the implementation of new contracts with the support of the subject matter experts.
  • Monitoring through the proper register, all the operational risks, establishing the needed controls to mitigate them.
  • Operations Manager also plays a key role in developing and implementing policies and procedures, monitoring performance metrics, and ensuring compliance with industry regulations.

FAQs

What is the main role of the Director de Operaciones at Cigna Healthcare Spain?

The main role is to head up all operational areas, including Customer Service, Enrollment & Fulfillment, Claims Management, and PMO, while managing close to 100 staff and ensuring a customer-centric approach.

Who does the Director de Operaciones report to?

The Director de Operaciones directly reports to the CEO and is a member of the Spanish Senior Management Team and Executive Board.

What are the key responsibilities of the Operations lead?

The key responsibilities include managing day-to-day business unit operations, developing policies and procedures, ensuring compliance with regulations, leading the customer journey, and motivating teams to achieve productivity and satisfaction targets.

What qualifications are required for the Director de Operaciones position?

A minimum of 6 years' experience leading large operations teams or in a relevant Customer Operations function, strong communication skills, data analytics skills, and fluency in English and Spanish.

What type of work environment is offered for this position?

The position offers a hybrid work environment, allowing employees to work from home 3 days a week and from the Madrid office 2 days a week.

Is there a focus on customer experience in this role?

Yes, there is a significant focus on improving the customer experience, including leading the customer journey map throughout the company.

What kind of reports is the Director de Operaciones expected to produce?

The Director is expected to produce meaningful and accurate management reports that include trending and enhancement activities along with quantification of operational impacts.

Are there opportunities for team development in this role?

Yes, inspiring and developing team members to the next level is a key part of the role.

What kind of contract is offered for the Director de Operaciones position?

A permanent contract is offered for this position.

Are there specific tools or skills required for data analysis in this role?

Yes, proven data analytics skills with tools such as advanced Excel, Qlikview, and Tableau are required.

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The Cigna Group

Science & Healthcare
Industry
10,001+
Employees

Mission & Purpose

The Cigna Group is a global health company committed to creating a better future built on the vitality of every individual and every community. We relentlessly challenge ourselves to partner and innovate solutions for better health. The Cigna Group includes products and services marketed under Cigna Healthcare, Evernorth Health Services or its subsidiaries. The Cigna Group maintains sales capabilities in more than 30 countries and jurisdictions, and has more than 190 million customer relationships around the world.

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