Head of Client Management Cigna

This role focuses on driving organizational goals and growth by building long term client s relationships.
The role involves planning, overseeing client interactions, and driving business growth through exceptional service delivery.

Key Responsibilities :

• Develop and implement client engagement strategies, fostering long-term relationships and ensuring client satisfaction.
• Lead, mentor, and support a client-facing team, driving performance and collaboration.
• Act as the main point of contact for key clients, proactively managing their needs and resolving issues.
• Analyze client feedback and performance metrics to identify areas for improvement and implement best practices.
• Collaborate with other departments (sales, marketing, etc.) to ensure alignment and deliver exceptional client experiences.
• Identify and implement process improvements to optimize client service delivery and enhance the overall client experience.
• Take the lead in day-to-day enquiries for assigned portfolio, working with internal stakeholders to resolve issues and escalations in agreed timelines.
• Look for growth opportunities throughout the year with existing groups.
• Work closely with existing clients to ensure their needs are met and to be an ambassador for Cigna
• Support development of Cigna s product proposition
• Liaise with Customer Services and Healthcare Services teams to ensure clients receive excellent service and any service issues are dealt with rapidly and professionally
• Facilitate the renewal and onboarding process
• Liaise with billing, credit control & broker/client contacts on invoice review and fixing discrepancies, and support in collecting the Outstanding Premiums.

Skills :

• Proven experience in leading and managing teams, with a focus on developing and motivating individuals.
• Excellent interpersonal and communication skills, with the ability to build strong relationships with clients at all levels.
• Strong analytical and problem-solving skills, with the ability to make sound decisions and take action.
• Ability to develop and implement strategic plans that align with company goals and client needs.
• Familiarity with industry best practices and trends in client management and customer service.
• Proficiency in relevant software and tools, such as Salesforce /CRM systems.

Qualification :

• Experience in health insurance for at least 10 years
• Experience in leading and managing teams for minimum 5 years
• Excellent communication skills, written and verbal
• Highly motivated and organized
• Works well under pressure
• Experience of data collection and statistical analysis
• Strong interpersonal skills
• Ability to take ownership and demonstrate initiative
• Detail-oriented and able to work independently to manage multiple simultaneous projects.
• Technology savvy. Advanced user of Microsoft Office application