Retail Excellence Manager

Cigna is a leading global health services provider, dedicated to helping people improve their health, wellbeing, and sense of security. We are going through an exciting period of expansion and have a rare and exciting opportunity for a Retail Excellence Manager to join our Global Individual Health (GIH) segment.

The main purpose of the role is to provide insight on opportunities to improve customer journeys through analysis of multiple data sources, while ensuring all activities remain compliant.

Responsibilities:

• Ensure all channels are selling and servicing in accordance with regulatory and business guidelines through performing quality checks to meet compliance requirements.
• Provide monthly reporting to evidence and report on compliance performance.
• Design and implement documented processes in accordance with FCA, DFSA and any other regulatory requirements, to ensure appropriateness of the sale and service provision.
• Be able to analyse data to identify performance trends and provide insight to improve customer journeys.
• Maintain accurate records and files as required.
• Carry out quality assurance to ensure customer facing representatives are appropriately trained and competent to ensure sales and servicing meets customer needs and demands and business requirements.
• Oversee active registered broker accounts to ensure Brokers meet license and KYC requirements.
• Maintain Breach and Risk registers, highlighting any potential risk areas to key stakeholders with recommendations for improvement.
• Oversee internal and external audits, including the ownership and delivery of action items and system updates where applicable.

Skills and Experience

• Proven track record of working in a regulated environment.
• Strong analytical skills are a must.
• Excellent organisational, communication and time management skills
• Proven track record in working in a customer focused sales/service environment.
• Experience and deep knowledge of Microsoft Office, particularly Excel.
• Ability to collect, organise and analyse data.
• Able to work collaboratively with internal departments.
• Understanding complex regulatory environments globally is preferable.

So, if you have would like to work in an exciting role where your input matters and be rewarded well for it then please send me your CV today!

About Cigna Healthcare

Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. Join us in driving growth and improving lives.