Manager - Vendor Relations -

Position Title: Manager - Vendor Relations
Company: Cigna Careers
Country: USA
ID: 86796071
Publication Date: 11/01/2017

Description of the Position: Manager - Vendor Relations

Company: Cigna Careers

Description: Position Scope Develop quality management strategy and processes for the global service partner vendors across Customer Advocacy including claim, customer service and appeals processes. Responsible for aligning strategy and quality processes to Customer Advocacy priorities. Provider insight and leadership on service quality results and improvement opportunities. Responsible for the development of service improvement, planning, and validation of service improvement through quality measurement processes. Manage a team consisting of 4-5 direct reports and about 50 quality reviewers. Maintains quality operational processes. Summary Description This position is responsible for managing Customer Advocacy (Claim, Call & Appeals) vendor service quality results. Implementing processes for measurement and improvement of service results. Partner with Customer Advocacy leadership team to ensure alignment with enterprise goals. Major responsibilities and desired results:

  • Responsible for developing and executing quality management strategies
  • Develop a strong relationship with service operations leaders
  • Maintain a strong rapport with the customer advocacy global service partners
  • Monitors quality results for service operations of external vendors
  • Develop quality programs to measured performance
  • Act as single point of contact for service issues
  • Manage a small team of quality review staff members
  • Communicate quality results and service improvement plans to leaders
  • Maintain service scorecards at various levels
  • Partners with other operational areas to build strong working relations and improve workflow and organizational issues.
  • Performs vendor analysis and recommends vendor option selection to business management.
  • Uses analytical tools and methodologies to analyze data and identify process improvement opportunities related to vendor processes.
  • Develops process improvement solutions by weighing costs, benefits, and risks. Recommends course of action, and works with operating areas to implement.
  • Ensures vendor service level agreements are being met and that vendor performance aligns with strategic goals and priorities.
  • High School Diploma or equivalent work experience required.
  • Bachelor's degree, advance degree or equivalent work experience preferred.
  • 3-5 years of Operations Management experience, (Customer Service, Claims or Appeals) required
  • Experience with vendor relationship management highly preferred
  • Strong understanding of Six Sigma, (yellow or green belt) processes preferred
  • Experience managing a quality function preferred
  • Proven ability to interpret and analyze data
  • Strong communications skills
  • Strong attention to detail
  • Strong written and verbal communications skills
Key Competencies : Dealing with Ambiguity, Organizational Agility, Managing Vision and Purpose, Informing, and Priority Setting US Candidates Only : Qualified applicants will be considered for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, disability, veteran status. If you require a special accommodation, please visit our Careers website or contact us at .

Work Day: Full Time
Employment type: Permanent Job
Salary: Negotiable

Age requirements:
Minimal experience: No experience

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Manager - Vendor Relations