Client Account Regional Service Manager

The job profile for this position is Sales Client Account Support Manager – M04183 (Client Account Regional Service Manager), which is a Band 4 Management Career Track Role reporting to the Senior Manager.
Must be willing to commute to the nearest Cigna office 2 to 3 days per week
Role Summary
The Client Account Regional Service Manager role is a key leader of the Client and Growth Services team, leading a team of Client Account Service expert professionals, responsible for the service delivery for the Select & Middle Market Clients for a designated region. This role manages strategic service plans to facilitate results attainment for the client experience and net promoter score (NPS), persistency and overall customer growth reporting to the Client & New Business Services Segment Lead. The candidate will have demonstrated experience and ability to respond to complex service issues and inquiries, solving non-routine problems and ensuring resolution and client satisfaction with products, services and information directly and through the performance of their respective team.
Focusing on providing thought leadership, the Client Account Regional Service Manager will collaborate with Client Management, Regional & Market Sales Leadership, Service Operations, Client & Growth Services Leadership team and interact across multiple business areas and leaders. This role requires an understanding of the broader business and will be accountable to influence and inform internally and externally, execute change management strategies, engage in and lead projects while leading/developing a high-performing organization - elevate ease of doing business and differentiated value to those we serve.
Responsibilities:
Responsible for providing leadership, guidance and expertise to a team of client service professionals in the areas of service delivery and growth. Build a high performing team
Develops and supports service plans that includes proactive actions and addresses complex service issues and inquiries, solving on-non routine problems, and ensure client satisfaction with products and services through team output.
Exercise considerable creativity, foresight and judgment in conceiving, planning and delivering initiatives that elevates ease of doing business and differentiated value. Ability to create unique ways to proactive engage and service the client
Accountability for leading best practices and consistency of process for engaging with clients to include client educations, routine client touchpoints, service issue and status reporting, and volume management for book of business assignments
Participate in existing and prospective client/broker meetings and events to educate and inform on service as well as value. Build strong long-term relationships
Lead team of professionals and create a supportive environment that incorporates regular training, development, feedback and career coaching.
Develop strong relationships with Client Management teams, Sales Leadership, Matrix partners and across Client & Growth Services to help deliver differentiated value.
Lead and influence a culture across the Client experience spectrum (within the team, sales, and enterprise matrix partners) that proactively identify issues with solutions to ensure the team meets/exceeds metrics, customer-centricity, and quality requirements.
Establish and communicate clear expectations of competencies behaviors through individual and team meetings
Motivate, drive accountability, coach and develop a diverse team with the ability to assess talent. Ensure effective orientation of new talent. Retain, grow and build a strong talent pipeline.
Manage relationships with Sales Leadership, Sales Operations and other functional areas.
Work with project teams and development teams on Client and Growth Services related initiatives.
Leverage tools such as Salesforce, and other Cigna platforms successfully.
Qualifications:
Bachelor degree preferred or at least 7 years of related experience.
Minimum of 5+ years of experience managing people
3+ years of previous sales, service or executing client related experience strongly preferred
Skilled in the use of Microsoft Excel and PowerPoint.
Excellent communication and interpersonal skills, both written and verbal; strong customer service and demonstrated ability to drive outcomes/results
General knowledge of insurance products, procedures and systems for the Client and Growth Service area is desired
Prior experience working with matrix partners and external customers is preferred
Goal oriented, resourceful, personally accountable and self-directed
Demonstrated ability to proactively seek opportunities for improvement and to effectively collaborate across the organization
Travel 25% for external facing meeting
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 Cigna Healthcare
Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. 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: [email protected] for support. Do not email [email protected] 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.