Job Type:  Full-Time
Reports To:  Managing Director, Head of Philippines

NOTE:This role will be an ex-patriate assignment in our new site in the Philippines for 3-4 years. Candidates must be willing to relocate during the assignment.

Job Description Summary:

The Operations Lead for the Philippines site is responsible for developing and executing a comprehensive operations strategy that aligns with enterprise-wide objectives. This role involves formulating and implementing policies and outcomes, developing new operational procedures, and continuously enhancing existing processes to achieve optimal efficiency. The Operations Lead will also translate objectives into actionable plans with a medium- to long-term view, ensuring that the operations function is streamlined and effective. Additionally, this role includes monitoring key performance indicators, preparing regular reports for senior management, and using data-driven insights to inform decision-making and strategic planning.

Job Scope:

The Operations Lead for the Philippines site is responsible for developing and executing a comprehensive operations strategy that aligns with enterprise-wide objectives. This includes formulating policies, implementing outcomes, developing new procedures, and enhancing existing processes for optimal efficiency. The role involves translating objectives into actionable plans with a medium- to long-term view, monitoring key performance indicators, preparing regular reports for senior management, and using data-driven insights for strategic planning. Collaboration with stakeholders and business owners in the US is crucial for effective strategy implementation across regions. The Operations Lead will engage with cross-functional teams, foster productive relationships, and facilitate timely and effective communications between the Philippines site and US counterparts. This position requires strong leadership to manage the operations team, a focus on continuous improvement, and the ability to optimize resource allocation. Additionally, the Lead will identify potential risks, develop strategies, and ensure compliance with regulatory requirements and industry standards.

Key Responsibilities: Operations Strategy and Execution:

• Formulate and implement a comprehensive operations strategy for the Philippines site, ensuring alignment with enterprise-wide objectives and integration with US organization goals.

• Develop and administer goals, objectives, plans, and policies to drive operational efficiency and effectiveness.

• Oversee the ongoing setup and operationalization of the new operation, ensuring necessary infrastructure, technology, and processes are in place.

Process Improvement and Quality Management:

• Develop new operational procedures and systems to enhance efficiency and productivity, continuously assessing and refining existing processes.

• Ensure quality and service standards are maintained, along with client-specific contractual requirements, focusing on quality and customer service best practices.

• Implement best practices for call center and coverage review operations, including workforce management, call routing, and customer interaction protocols.

Stakeholder and Client Collaboration:

• Engage with stakeholders and business owners in the US to ensure alignment and collaboration, facilitating communication and coordination between the Philippines site and US counterparts.

• Foster ongoing client relationships by troubleshooting escalated issues and providing timely updates on progress.

Leadership and Team Development:

• Lead the operations function for the Philippines site, including the enablement teams (training, quality, workforce planning), providing direction and support to managers and their teams.

• Develop and build leadership talent and capability within the team, providing stretch learning and development assignments to leaders.

• Develop and execute a robust talent acquisition strategy to attract and hire skilled call center professionals, and implement retention strategies to maintain a motivated and high-performing workforce.

Performance Monitoring and Reporting:

• Monitor key performance indicators (KPIs) to track progress and identify areas for improvement, preparing and presenting regular reports on operational performance to senior management.

• Use data-driven insights to inform decision-making and strategic planning, capacity, ensuring follow-through on operational commitments and creating efficiencies.

Risk and Resource Management:

• Identify potential risks and develop mitigation strategies to ensure operational continuity, implementing policies and procedures to maintain compliance with regulatory requirements and industry standards.

• Optimize resource allocation to ensure efficient and effective use of personnel, technology, and budget, managing operational budgets and financial performance to meet organizational goals.

• Develop and maintain a comprehensive business continuity plan to ensure the site can operate effectively during disruptions, conducting regular risk assessments and drills to prepare for potential emergencies.

Cultural Integration and Communication:

• Foster a positive and inclusive workplace culture that aligns with the organization's values and promotes collaboration and teamwork.

• Facilitate cultural integration between the Philippines site and other global locations to ensure a cohesive organizational identity.

• Demonstrate strong verbal and written communication skills to effectively lead, influence, and drive accountability within the team and across the organization.

• Ensure timely and regular updates on progress with employees throughout the US Employer organization, maintaining a focus on service delivery.

Qualifications:

• Bachelor’s degree in Business Administration, Management, or a related field; MBA or advanced degree preferred.

• Minimum of 10 years of experience in operations management, with at least 5 years in a leadership role within a call center, customer service or coverage review environment.

• Senior -Level Operations Management

• Experience leading large teams (1,000 FTEs) across multiple operational functions.

• Execution-Oriented Leadership

• Demonstrated ability to translate enterprise strategy into operational plans and deliver measurable results.

• Cross-Functional Collaboration

• Proven success partnering with U.S.-bases or global teams including HR and shared services.

• People Leadership & Talent Development

• Track record of building high-performing, inclusive teams and leading through change. Experience in talent acquisition, development, and retention, with a focus on building a high-performing workforce.

• Expatriate Readiness

• Willingness and ability to relocate to Manila, Philippines for 3-4 years.

• Proven experience in setting up and managing an operation, including infrastructure, technology, and process implementation.

• Demonstrated experience in managing production metrics/service levels, customer experience, and production staff.

Technical Skills:

• Strong working knowledge of operational technologies and best practices.

• Proficiency in using data analytics tools and software to drive operational insights and improvements.

• Understanding of regulatory requirements and industry standards related to call center and coverage review operations

Leadership and Management Skills:

• Strong leadership skills with the ability to lead, influence, and drive accountability and performance within a team.

• Demonstrated effectiveness working in a highly matrixed organization.

Strategic and Analytical Thinking:

• Ability to translate strategic objectives into actionable plans with a medium- to long-term view.

• Strong analytical skills with the ability to use data-driven insights for decision-making and strategic planning.

• Experience in risk management and developing mitigation strategies to ensure operational continuity.

Communication and Interpersonal Skills:

• Excellent verbal and written communication skills, with the ability to engage effectively with stakeholders at all levels.

• Strong interpersonal skills to foster productive relationships with stakeholders, business owners, and clients.

• Ability to provide timely and regular updates on and troubleshoot escalated issues.

Customer Focus:

• In-depth understanding of quality customer service best practices and the ability to enhance customer experience.

• Experience in developing and implementing strategies to ensure high levels of customer satisfaction and loyalty.

Innovation and Continuous Improvement:

• Ability to stay abreast of emerging technologies and innovations in operations
• Commitment to continuous improvement and operational excellence, with a focus on enhancing efficiency and productivity.

Cultural and Organizational Fit:

• Ability to build a positive and inclusive workplace culture that aligns with the organization's values.

• Experience in facilitating cultural integration between global locations to ensure a cohesive organizational identity.

Key Competencies:

Leads Enterprise

• Manages Ambiguity

• Strategic Thinking

• Collaboration

• Analytical and Data-driven decision making

Leads Others

• Operational Excellence with Customer Focus

• Drive Accountability

• Drives Vision and Purpose

• Situational Adaptability

• Talent Development

• Instills Trust

• Leadership and Influence

Leads Self

• Nimble Learning

• Bring Courage

• Self and Situational Awareness

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 180,000 - 300,000 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 and long term incentive plan.

At The Cigna Group, 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), 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, click here.

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: See Yourselfcigna.com for support. Do not email See Yourselfcigna.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. *