Operations Lead Analyst - Work from Home - Evernorth-

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We value our talented employees, and whenever possible strive to help one of our associates grow professionally before recruiting new talent to our open positions. If you think the open position you see is right for you, we encourage you to apply!

Our people make all the difference in our success.

This role is responsible for evolving, supporting, and sustaining overall performance management for Customer Service Operations.

Responsibilities

• Serve as a Performance Management consultant/process expert within CSO
• As a highly experienced analyst, you will act as an advisor to the business in relation to translating complex business needs into measurable actions in order to meet strategic organizational goals
• Contribute to the identification of projects at strategic level and the development of business cases to support development of these project into project initiation
• Have a view of all projects across the domain in order to identify synergies and overlapping projects or requirements
• Responsible for comprehensive analysis of data
• Work closely with Senior Team Members to strategize, develop, and execute on actions/projects that drive Performance Management
• Partner to understand measures of efficiency and effectiveness, including sources & calculations
• Act as a change leader
• Exhibiting managerial courage, delivering transparent and accurate messages to leadership
• Identify and support changes that support Performance Management
• Drive change and influence individuals at all levels of the organization through these functional responsibilities
• Leverage problem solving skills to determine appropriate next steps for tool issues & enhancement requests
• Partner with matrix partners to categorize and prioritize defects & enhancements
• Manage updates to tools impacting CSO, including creating business requirements, perform testing, facilitating business testing, maintain defects and statuses, managing release schedule, and communicating status, etc.
• Responsible for gathering, translating, and feeding output of trends identified/gaps in knowledge to the training and development work stream teams
• Promote teamwork to ensure a professional, service-oriented work environment

Qualifications

• High School Diploma or GED required. Bachelor's Degree or Master's Degree preferred
• 3+ years' Performance Management experience within Call Center/Contact Center (Health Care) required. Analyst or Management experience highly preferred
• Prior experience with Management Operating System (MOS) philosophy & tools preferred
• Experienced Champion for the Management Operating System (MOS) driving a culture of continuous improvement and compliance preferred
• Strong verbal / written communication skills required
• MS Office skills required
• Demonstrated skill in influencing others and relating to individuals at all levels of the organization required
• Ability to multi-task, shifting effectively among multiple activities
• Experience with using data to identify trends required
• Ability to travel required (25%)
• Proven ability to listen, understand and interpret information from others
• Track record of effectively driving change through strong partnerships and engagement preferred
• Experience working in a blended office, work at home and/or virtual work environment preferred

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.

For this position, we anticipate offering an annual salary of 56,200 - 93,600 USD / yearly, depending on relevant factors, including experience and geographic location.

This role is also anticipated to be eligible to participate in an annual bonus plan.

We want you to be healthy, balanced, and feel secure. That's why you'll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you'll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs. We also offer 401(k) with company match, company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year and paid holidays. For more details on our employee benefits programs, visit Life at Cigna.

About Evernorth

Evernorth, Cigna Corporation's health services segment, exists to elevate health for all. We're building on our legacy and redefining health care as we know it. Unbiased in how we think, we create without limitation. We partner without constraints, deliver value differently and act in the interest of humanity. Solving across silos, closing gaps in care, and empowering clients, customers, and people everywhere to move onward and upward. When you work with us, you'll be empowered to solve the problems others don't, won't or can't. Join us. What difference will you make?

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.

Cigna 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.