Managing Director - PBM Customer Service Operations (Hybrid) (Finance)

Job Description Summary:

The Managing Director of the Pharmacy Benefit Management (PBM) Customer Service Operations will be responsible for leading and overseeing the customer service department for pharmacy operations, ensuring the delivery of high-quality service to our clients and members. This role requires a strategic leader with a deep understanding of PBM operations, exceptional leadership skills, and a passion for enhancing the customer experience.

Scope of Job:

The Managing Director will collaborate extensively with key stakeholders, including business owners, call center executives, customer experience leaders, and heads of legal, HR, finance, workforce management, various global service provider partners, and technology. Provides leadership and direction through high-level professional staff, and customer service operations directors. This role will manage 5 direct reports with approximately 4500 indirect reports, which includes oversight of resources across 5 Global Service Partners (GSPs) both domestically and in the Philippines. Additionally, this role has oversight of a $250M budget, supporting 2800 clients and more than 22M customer interactions annually.

Key Responsibilities

• Develop and implement strategic plans to enhance customer service operations and improve overall customer satisfaction.
• Lead, mentor, and develop a high-performing customer service team, fostering a culture of excellence and continuous improvement.
• Establish and monitor key performance indicators (KPIs) to measure the effectiveness and efficiency of customer service operations.
• Collaborate with cross-functional teams, including sales, account management, and clinical operations, to ensure seamless service delivery and address client needs.
• Drive process improvements and leverage technology to optimize customer service workflows and enhance the member experience.
• Ensure compliance with regulatory requirements and company policies, maintaining the highest standards of service and integrity.
• Manage the customer service budget, ensuring cost-effective operations while delivering exceptional service.
• Stay abreast of industry trends and best practices, incorporating them into the customer service strategy.

Key Competencies

Strategic Thinking

• Developing Long-term Plans:Formulate and implement long-term strategies to enhance customer service operations and align them with the company's overall goals.
• Market Analysis:Conduct market research and analysis to identify trends, opportunities, and threats within the PBM industry.
• Innovation:Foster a culture of innovation by encouraging the exploration and adoption of new technologies and methodologies to improve service delivery.
• Resource Allocation:Efficiently allocate resources to ensure the achievement of strategic objectives while maintaining budgetary constraints.

Leadership and Team Development

• Mentorship:Provide coaching and mentorship to customer service managers and team leaders to develop their skills and capabilities.
• Performance Management:Establish performance metrics and conduct regular evaluations to ensure team members are meeting or exceeding expectations.
• Talent Development:Identify and nurture high-potential employees for leadership roles within the organization.
• Team Building:Foster a collaborative and inclusive team environment that promotes teamwork and mutual respect.

Customer Focus

• Customer Satisfaction:Develop and implement initiatives to enhance customer satisfaction and loyalty.
• Feedback Mechanisms:Establish and maintain effective channels for collecting and responding to customer feedback.
• Personalized Service:Ensure that customer service processes are tailored to meet the unique needs of different client segments.
• Proactive Support:Anticipate customer needs and proactively address potential issues before they escalate.

Operational Excellence

• Process Improvement:Continuously evaluate and improve customer service processes to enhance efficiency and effectiveness.
• Technology Utilization:Leverage technology to streamline operations and improve the customer experience.
• Quality Assurance:Implement quality assurance programs to ensure consistent and high-quality service delivery.
• Compliance:Ensure that all customer service operations comply with relevant regulations and company policies.

Communication and Collaboration

• Cross-functional Collaboration:Work closely with other departments, such as sales, account management, and clinical operations, to ensure seamless service delivery.
• Stakeholder Communication:Maintain open and effective communication with key stakeholders, including clients, members, and internal teams.
• Conflict Resolution:Address and resolve conflicts within the team and with external parties in a timely and effective manner.
• Transparency:Promote a culture of transparency by regularly sharing information and updates with the team.

Problem Solving and Decision Making

• Analytical Thinking:Use data and analytics to identify root causes of issues and develop effective solutions.
• Decision Making:Make informed and timely decisions that align with the company's strategic objectives.
• Crisis Management:Lead the team in effectively managing and resolving crises and escalated customer issues.
• Continuous Improvement:Encourage a mindset of continuous improvement by regularly reviewing and refining processes and practices.

Qualifications:

• Bachelor's degree in business administration, healthcare management, or a related field; Master's degree preferred.
• Minimum of 10 years of experience in customer service operations, with at least 5 years in a leadership role
• Proven track record of successfully leading and managing large customer service teams.
• Excellent leadership, communication, and interpersonal skills.
• Ability to think strategically and drive change in a dynamic environment.
• Proficiency in customer service software and technology solutions.
• Strong problem-solving and decision-making abilities.
• Desired strong understanding of PBM operations, pharmacy benefits, and healthcare regulations

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.

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: SeeYourself@cigna.com for support. Do not email SeeYourself@cigna.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.