Position Summary
The Client Service & Operations organization within the Digital & Analytics division is pivotal to driving and impacting the Client Experience across several business segments. The Senior Director of Implementation has accountability to US Employer, Cigna Global, Evernorth and PBM implementation functions in support of new and existing growth clients. This Senior Director will drive a high performing team to execute on strategy and vision of a consistent, repeatable process ensuring high quality client satisfaction and retention. This leader will develop strong partnerships across Sales and Account Management, Technology, Specialty, Product, and other Operational teams to drive alignment and continual efficiencies for operational readiness and effectiveness. This Senior Director must think with an enterprise mindset and continuously challenge the status quo necessary to balance market demands with successful delivery. The Senior Director will serve as the overall accountability leader for RFPs, finalist presentations, consultant relations, implementations, expansions, and client escalations. Additionally, this leader will serve as a program sponsor on special internal projects to continue to drive effectiveness and alignment across the organization in support of greater client, member, and employee satisfaction. This role will be expected to lead teams directly and cross-functionally to develop to their full potential and meet organizational goals.
You will be responsible for leading a team of approximately 500 people, including 6 Directors/Sr. Managers. In your first 90 – 120 days, you will focus on three primary activities: 1) gain an understanding of the roles, teams, and resources within the organization by shadowing the current leader, 2) observe, identify and implement areas of improvement and 3) participate in Project Accelerate in an advisory capacity.
Responsibilities:
- Provide strategic direction, guidance and support to the Implementation team regarding new client setup and large group-add activities, leadership training and personal development.
- Facilitate and promote continued process improvement and total quality management within the Implementation area ensuring customer satisfaction.
- Actively participate in cross-functional initiatives that support global implementation processes and procedures. Represent implementation team throughout the initial client introduction, sales and negotiation process.
- Accountable for building and fostering relationships with KEY matrix partners aligned to USEmployer, Cigna Global, Evernorth and PBM.
- Implement process improvement through recommendations from team members.
- Responsible for establishment and communication of annual strategic work plan goals for implementations.
- Set and manage the budget to meet corporate goals.
- Oversee/Facilitate cross-functional work teams, meeting and projects.
- Define scope and objectives, develop preliminary project plan, design and project timeline and determine necessary resources.
- Review and track status of projects and periodically report to management.
- Prepare for, implement and communicate new corporate initiatives and processes within the implementation area. Create, document and define operational procedures.
- Special projects as needed.
Qualifications:
- 12 years relevant experience with 10+ years of experience with project management, account management, and sales; extensive client management experience within a health plan, the PBM, or healthcare industry is preferred.
- Proven ability to successfully lead high performing teams through continual change and market pressures while meeting/exceeding client satisfaction and internal goals.
- Solid understanding of market dynamics, compliance requirements, and stakeholder needs.
- Ability to think with an enterprise mindset, continuously challenge the status quo, and drive process improvement initiatives.
- Proven track record of successfully leading and delivering complex enterprise-level products or solutions, including experience with Generative AI, analytics, or intelligent automation initiatives, and internal solutions for Operational functions.
- Excellent strategic thinking, problem-solving, and decision-making abilities, with a comprehensive understanding of technologies and their applications.
- Successful track record of executing on new strategies and vision while raising performance level year over year.
- Financial acumen, exceptional communication, executive presence, cross-functional influence, and strategic thinking are a must.
- Bachelor's degree in a relevant field; advanced degree preferred.
- Strong leadership and people management skills, with a focus on coaching and the ability to inspire and motivate teams.
- Exceptional communication and stakeholder management skills, with the ability to influence and align cross-functional teams.
- Entrepreneurial mindset with experience in startup environments or driving new initiatives within a large organization.
- Experience in enterprise operations, process optimization, and driving operational efficiency through advanced technologies is preferred.
#J-18808-Ljbffr