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Sr. Operations Manager- Installation

Company Name:
Cigna
The Sr. Operations Manager, reporting to the VP of Operations, will be responsible for implementing plans, strategies and policies to guide and direct a team of 30 employees to achieve goals outlined by the organization. Additionally, the Sr. Operations Manager will supervise and coordinate their organization's operations to ensure employees have the resources needed to succeed in their jobs.
The Sr. Operations Manager is a confident decision-maker with leadership skills of integrity, strategic planning, decisiveness, sound business judgment, flexibility, analytical thinking, and people management.
Responsibilities include the following:
Maintain a thorough working knowledge of our online enrollment benefits administration platforms and processes
Manage and mentor a team of Account Installation professionals at various levels across multiple disciplinary functions
Ensures response time to client and vendor inquiries are acceptable and client/broker/vendor needs are met on a consistent basis with a high degree of accuracy and satisfaction
Defines policies and procedures to drive continuous process improvement
Manages escalated issues to resolution and is frequently called upon as an escalation point for client stakeholders
Manage and maintain relationships with peers and managers in the broader organization for the purpose of establishing best practices specific to the installation and renewal of client data
Work with other Service managers to schedule the appropriate resources as necessary to implement clients onto the Benefits Insight platform
Understanding and disseminating requirements for new and renewing clients and disseminate information to other team members as necessary.
Monitors project schedules and costs
Establish and implement quality control metrics.
Monitors staff capacity using internal project applications to ensure that timelines and deliverables are being met
Professional qualifications include:
Experience mentoring, coaching and managing a team of 30 service operations professionals
Proven experience with building teams and developing talent
Proven experience managing teams that customize systems on a client by client basis
Proven experience in working within an organization that supports a seasonal increase in workload
Effective resource management
Experience defining process improvements, establishing and managing to metrics, and driving continuous improvement
Excellent written, verbal, and phone communication skills is critical to effectively communicate with client, brokers, and internal business partners
Excellent organization and project management skills
Ability to communicate complex subject matter to various audiences
Bachelor's Degree and/or 5 years' experience managing teams responsible for implementing client facing tools such as online enrollment, HRIS, ERP or CRM
Excellent Microsoft office suite skills including Excel, Word, PowerPoint, and MS Project
Professional qualifications include:
Experience mentoring, coaching and managing a team of 30 service operations professionals
Proven experience with building teams and developing talent
Proven experience managing teams that customize systems on a client by client basis
Proven experience in working within an organization that supports a seasonal increase in workload
Effective resource management
Experience defining process improvements, establishing and managing to metrics, and driving continuous improvement
Excellent written, verbal, and phone communication skills is critical to effectively communicate with client, brokers, and internal business partners
Excellent organization and project management skills
Ability to communicate complex subject matter to various audiences
Bachelor's Degree and/or 5 years' experience managing teams responsible for implementing client facing tools such as online enrollment, HRIS, ERP or CRM
Excellent Microsoft office suite skills including Excel, Word, PowerPoint, and MS Project
Job: Bus Ops--Operations Mgmt (Bus)
Title: Sr. Operations Manager- Installation
Location: New Hampshire-Hooksett
Requisition ID: PS097512

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