Director, Client Service and Operations - 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 Client Service & Operations (CS&O) organization within the Technology and Operations function is pivotal to driving and impacting the Client Experience across several business segments.

The Director, Client Service and Operations will provide strategic oversight and operational management regarding all client service activities for the O3000 (Over 3000K) segment.

Segment support includes legacy O3000business and Specialty Segments i.e.

BenX, Taft Hartley and Shared Administration.

Primary Functions:


* Owns client experience across end-to-end service for all O3000 and Specialty Segments


* Provides primary direction and leadership for the O3000 Client Account Support function across all National and Specialty segments


* Lead and provide oversight to 4 CS&O leadership teams
+ 2 Client Service Senior Managers overseeing Legacy National business segments and leading aligned National Client Service Executives
+ 1 Client Service Senior Manager overseeing a hybrid O3000/U3000 (Under 3000) business segment which includes oversight of Hospital Vertical and G&E market segments with leadership of aligned O3000 Client Service Executives
+ 1 Client Service Senior Manager overseeing blended business segment including Taft-Hartley/Shared Administration and BenX with leadership of aligned Client Service Executives and Shared Admin Senior Advisor roles



* Monitors overall health of clients (account metrics and performance guarantees) to minimize financial impacts, drive persistency, and improve client satisfaction.


* Leads overall operational health of Client Service to ensure budget neutrality and performance persistency while improving client satisfaction.


* Manages escalated client service relationships, developing case-level service strategies and owning service delivery and recovery.


* Partners closely with cross functional leaders and stakeholders within segment.

This includes ensuring they are informed of segment trends, enterprise issues, and escalated client concerns and have all necessary information to actively engage with the client and sales on resolution of issues.


* Escalate issues, trends, or other barriers to Senior Leadership Teams across the enterprise


* Collaborate with Directors of Client Onboarding and Implementation teams on escalated issues and issue resolution.


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


* Responsible for building and fostering relationships with matrix partners while driving toward issue resolution.


* This position will be responsible for the ongoing development of staff including providing feedback, coaching and ongoing development.


* Facilitate en...