Senior Manager, National Client Service - Remote - Cigna Healthcare

Candidates who reside within 50 miles of the following locations may be asked to work in person: Bloomfield, CT, Chattanooga, TN, Denver, CO, St Louis, MO, and Scottsdale, AZ.

Position Summary

The Senior Manager, National Client Service will serve as a Strategic Leader and Partner within the National/O3000 segment.

Priorities include managing the day-to-day oversight and operational activities of a team of Client Service Executives/Partners that support National/O3000 Service Areas including Taft-Hartley/Shared Administration and key business/specialty verticals.

Primary Functions


* Leading a team of service focused individuals who are responsible for:
+ Ongoing client service relationships, developing case-level service strategies and owning service delivery and recovery
+ Partnering with Executive Sales Management to understand Client strategy and intent with respect to benefit plans and administrative capabilities while conveying do-ability to client.
+ Owning the Client experience across end-to-end service.
+ Facilitate engagement between subject matter experts within Cigna to execute overall Client service strategy.
+ Monitor and provide insights, trends and opportunities for the overall health of the Client (account metrics, operational insights and performance guarantees) to minimize financial impacts, drive persistency and improve client satisfaction.



* Lead team meetings to proactively manage end to end workload, review and align assignments and projects, provide insights and direction, partner to remove barriers to ensure team meets deliverables and commitments.


* Drive stellar performance by utilizing tools and behaviors to monitor throughput and make daily adjustments to maximize productivity.


* Provide ongoing development of staff including providing feedback, coaching and end-to-end talent development.


* Partner closely with cross functional leaders and stakeholders, ensuring they are informed of escalated client issues & trends and have information needed to actively engage with internal leaders, sales and the Client on resolution of issues.


* This position will escalate issues, trends or other barriers where engagement from Account Management, Implementation Management or additional operational leadership is needed.


* Partner closely with Market Sales Leadership to positively influence client and customer results, ensure market level specifics are managed tightly within the team and all team members are supporting the goals of the market to positively influence the client experience.


* Partner within aligned Client Onboarding and Service teams to drive insight and resolution


* Utilize reporting and analysis to understand root cause, preventing repeat occurrences of issues at local and global level.


* Maintain connection to Sr Director/Vice President, providing status of team deliverables, client escalations and process opport...