Job Description

The operations senior supervisor is responsible for managing a team of up to 15 employees performing a variety of mailroom and claim entry/correction process functions. The supervisor will be responsible for staffing capacity (including interviewing, reviewing/entering time, approving PTO based on business requirements), and coaching employee performance based on established metrics and employee behavioral characteristics. Senior supervisor will lead improvement initiatives, workflow redesigns, and staffing capacity discussions to optimize performance across teams. Senior supervisors are expected to facilitate daily, weekly, and monthly team and individual huddles, as well as project and improvement meetings with global service (GSP), internal, and matrix partners.

Responsibilities

• Manages the daily operations of assigned team of at least 15 employees.

• Demonstrates managerial courage in difficult employee and peer conversations to improve operational metrics.

• Over sees daily operations of the mailroom vendor(s), promotes continuous improvement and accountability, and collaborates with business partners to identify efficiencies and eliminate redundancies.

• Leads and collaborates with matrix partners to manage improvement projects, streamline workflows, find efficiencies and create a variety of standard operating procedures.

• Engages quality team to better meet the needs of the mailroom and business teams.

• Facilitate performance management conversations with direct reports to maintain/improve productivity and quality requirements.

• Facilitates, as necessary, performance improvement plans while utilizing objective metrics/performance and recommendations from support teams (e.g., SMEs, Coaching, Quality).

• Facilitates daily, weekly, and monthly individual and team meetings to develop an inclusive, productive, and performance driven culture.

• Utilizes an Enterprise Management Operating System (eMOS) (as applicable) and other reporting tools daily to review key performance, productivity, and quality metrics to influence individual and team performance.

• Facilitates the development of policies, procedures, and knowledge exchange articles to ensure consistency and accuracy of processes.

• Enhances the capabilities of direct reports by assessing individual strengths and areas for improvement, providing tailored mentoring, and leveraging cross-functional support teams (e.g., quality, coaching, training) to drive performance and elevate quality standards.

• Facilitates administrative supervisory functions related to compensation planning, employee relations communication/coordination, leave of absence submission, time keeping, and all other related company initiatives.

Requirements

• This position is located in Chattanooga, TN.

• High School Diploma or GED required.

• 1+ years of direct experience managing employees working in claims processing, inventory, and capacity planning, or mail room functions required .

• 1+ years of eMOS experience and/or using metric driven performance management to coach employees in productivity and/or quality required.

• 1+ years of intermediate to advanced Microsoft Excel experience required .

• Possess leadership characteristics to inspire, motivate, and influence people to optimize operational key performance indicators.

• Excellent communication, interpersonal and negotiation skills.

• Ability to influence and drive change to improve processes and outcomes.

• Ability to quickly learn new skills, processes, applications, and workflows.

• Demonstrated ability to identify improvement opportunities and lead initiatives to improve performance.

• Ability to quickly solve problems with limited information to resolve barriers or employee/team issues.

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: SeeYourself@cigna.com for support. Do not email SeeYourself@cigna.com 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.

Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances.

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