IOH Client Executive SMO - Cigna Healthcare
Cigna · Madrid
CLIENT EXECUTIVE IOH SMO
High band 2
Cigna is a global health service company dedicated to helping people improve their health, well-being and sense of security. Cigna has almost 75,000 employees who service 115 million customer relationships throughout the world.
Within its international division, a dedicated unit focuses on the needs of International Organisations. This unit, headquartered in Belgium, has over 60 years of experience in designing, implementing and managing international group health insurance and employee benefits programs for international and locally recruited staff from Intergovernmental (IGO), Nongovernmental (NGO) and Governmental (GOV) Organisations. These programs cover medical as well as incapacity, disability and life benefits, with a specific focus on keeping employees healthy and productive through a range of health and well-being services.
The International Organisations unit is specialised in servicing customers in remote areas as well as central hubs with service centers in each time zone (Antwerp, Madrid, Nairobi and Kuala Lumpur) and local representations on every continent.
YOUR JOB
You will be part of the IOH Client Management SMO Team and will be involved in a wide range of day to day inward and outbound interactions with the IGO/NGO/GOV broker and client base, thus ensuring optimal service and high levels of satisfaction.
Your main areas of responsibility will be:
- Independently manage a selection of SMO clients and brokers
- Take ownership of the client/broker relation: contacts, enquiries, escalations
- Monitor swift implementation of new clients/brokers and services
- Build client/broker intimacy and maintain excellent working relationships with the (various) key stakeholder(s) of the client/broker
- Visit larger clients/brokers (Tier 1)
- Engage in regular communications on Cigna services and performance
- Communicate annual renewal conditions and maximize client retention by negotiating renewals at sustainable rates
- Proactively identify and pursue up- and cross-sell opportunities
- Align the company’s service proposition to the client’s needs while ensuring operational efficiency
- Perform meticulous contract management
- Analyse claims experience and advise clients/brokers
- Coordinate complaint and problem resolution with other departments
- Be involved in other key Client Management processes
- Examples: implement new clients, apply contractual changes, respond to RFPs, create ad-hoc reports, set up client surveys, coordinate communication campaigns, report on KPI’s, update descriptions of benefits and working policies, etc.
In this role you will also:
- Look for opportunities for improvement and proactively suggest efficiency gains to achieve Cigna’s objectives
- Learn and self-develop continuously through trainings and other learning opportunities
You work in a full-time regime.
YOUR PROFILE
- You have a master degree or equivalent by experience
- You have 2-5 years of experience in the insurance or administration industry
- You have excellent knowledge of English. An additional language is a plus.
- You have excellent communication skills, written and verbal
- You are sociable: correct, professional and at ease in contact with different stakeholders (individual insured, brokers, contact persons of the organisations, colleagues and persons in charge).
- You are a team player.
- You are looking for a professional experience in an international context, where you can fully use your skills;
- Working under pressure is not an obstacle and you are not afraid to take ownership of a situation
- You are always looking for solutions.
- You are capable of prioritizing workloads in order to meet tight deadlines
- You have some experience in collation of data and statistical analysis
- A sound knowledge of Excel and Word are required. Experience with Access is a plus.
- undefinedOUR OFFER• A challenging job in an international environment with growing opportunities.• A permanent contract.• Flexibility.
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.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: SeeYourselfEMEA@cigna.com for support. Do not email SeeYourselfEMEA@cigna.com for an update on your application or to provide your resume as you will not receive a response.