Managing director planning
Location
Bloomfield, CT | United States
Job description
Full job description
The Workforce Planning Managing Director is a key leadership role that provides strategic leadership to deliver a consistent, best-in-class Workforce Technology ecosystem across the Enterprise. This leader drives operational stability and efficiencies across all Cigna lines of business that we support through a shared service organization. This role calls for a dynamic leader capable of managing and communicating complex workforce concepts, considerations and analyses in an easy to understand, actionable and impactful way. This role is required to interact with, collaborate with and educate business operations and finance leaders as well as the executive leadership team on workforce planning and management capabilities and their impact on Cigna’s business. Additionally, through their partnership with the business, the leader gathers insights, information and understands future planning of the areas supported to ensure a true strategic partnership in delivering to our most critical stakeholders. Lastly, this role will be responsible for partnering with non-supported organizations to identify growth, expansion, and potential consolidation of new and existing workforce planning capabilities and services.
ESSENTIAL FUNCTIONS and RESPONSIBILITIES
- Develops, supports, and drives strategic objectives of the Enterprise Operations workforce management organization on behalf of multiple business units through 4 core functional workforce activities:
- Real Time Monitoring
- Scheduling
- Capacity Planning, Forecasting and Data Insights
- Technology Administration and Product Ownership
- Forms effective partnerships with business unit leaders and respective support functions to:
- Develop greater precision and sophistication in our short and long term forecasts
- Provide transparency into performance across the enterprise
- Use consolidated data and analytics to improve the customer and employee experience
- Accountable for strong and successful execution of peak season operations, including accurate workforce plans and forecasts to drive operational effectiveness and customer satisfaction.
- Ensures supported operations achieve required service level, cost targets, and overall performance metrics through development and implementation of optimal workforce planning processes.
- Leads effectively within a complex layered team based environment and cultivates strong internal and external client relationships.
- Ensures organizational alignment through cooperative development of individual and departmental objectives and provides individual and organizational feedback on performance on a continuous basis.
- Leads the development, implementation and improvement of industry leading technology tools necessary for continuous improvement and to manage long range planning and forecasting, resource planning, and staffing.
- Leads the development of variance analysis capabilities and perform variance analysis support and recommendations for optimization of processes to Finance and Operations Leaders.
- Attract and recruit top talent, set team goals aligned to the organization strategy, motivate and lead the team toward those goals.
Required Qualifications :
- Bachelor's degree in Business or related area
- 10+ years of experience with operations, workforce management, consultation or similar applicable experiences
- 10+ years of experience in supporting complex operations in a matrixed corporate environment supporting both domestic and global resources
- 5+ years of experience with budget management including P&L ownership
- 5+ years of experience large complex leading teams
- 3+ years of practiced automation and transformation development (including value tracking) experience and application
- Demonstrated negotiation, influencing and analytical skills; demonstrated ability to manage large-scale programs across multiple operating areas.
- Demonstrated experience in strategic planning and leading change required
- Ability to build strong business relationships and assess cost/benefits
- Excellent oral and written communication skills
- Possesses strong business and financial acumen and skills
- Decision maker, strategic thinker and planner
- Strong customer focus; process orientation and demonstrated leadership skills
Skills & Knowledge
- Strong knowledge and experience working with automated workforce management tools (Genesys, Intradiem, Verint) in a multi-site environment
- Excellent knowledge of multi-channel service center processes and operations
- Demonstrated skills with workforce management, reporting and executive level presentation, including Microsoft Office products
- Excellent oral and written communication, including presentation skills
- Strong leadership and motivational skills
- Behavioral flexibility and agility in managing multiple and conflicting priorities
- Exceptional organizational skills
- Excellent negotiation skills
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: [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.
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