Head of Oversight, Quality and Operational Risk

4 weeks ago

Dubai, United Arab Emirates Cigna Full time

We are seeking an individual with the capability to manage multiple functions at a senior management level.

Position Responsibilities

Lead the GIH Oversight, Quality and Operational Risk functions, including a geographically diverse team, to ensure delivery of all key objectives

Ensure all distribution channels are selling and servicing in accordance with regulatory and business guideline

Implement and oversee a control framework that supports achieving/exceeding set productivity and quality standards whilst adherence to regulatory targets within the territorial limits

Act as Deputy Money Laundering Reporting Officer for Cigna Insurance Management Services DIFC Ltd. (CIMS)

Designing, implementing and training documented sales and servicing processes across all departments in accordance with FCA, DFSA and any other regulatory requirements, to ensure appropriateness of the sale and service provision

Provide monthly reporting to evidence and report on global compliance obligations

Accountable for redesign and implementation of the GIH Quality Audit programme

Create and analyse reports to spot trends and aid root cause analysis/operational improvements and efficiencies

Lead, develop, motivate and performance manage direct reports including undertaking monthly 121 reviews, mid term and yearly reviews of staff in support of people development agenda

Identify and implement operational process improvements

Ensure Complaints are administered in a timely manner, adhering to all global regulatory obligations.

NPS tracking and reporting for GIH. Responsible for the production of NPS data that informs customer satisfaction and provides functions with sufficient data in order to continually improve the customer operational experience

Implement and sustain governance protocols for the GIH business - Operational Risk framework, thereby ensuring effective operational risk practices in the organization that meet both internal and regulatory requirements

Providing training and awareness of key risk management policies

Identify, review and make recommendations on key risks and control issues

Maintain accurate records and files as required

Skills and Experience

Prior senior management experience in global organisation

Excellent organisational skills

Experience in insurance sales

Experience and deep knowledge of working in a regulated environment

Strong B2C and B2B focus with ability to identify and solve problems

Excellent interpersonal skills

Ability to exercise judgement

The ability to work well in a team environment

Ability to identify and manage complex problems

Sound analytical skills and ability to focus on detail

Excellent oral and written communication skills

Self-motivated with confidence to use own initiative and to innovate.

Proven track-record of meeting customer needs within a fast paced service industry.

Experience in developing and motivating high performing teams and individuals.

Experience in developing, documenting and continuously improving process and procedure

Define and deliver initiatives and projects that deliver performance, financial, efficiency or customer centricity enhancements.

Deep knowledge of a complex suite of products

About Cigna
Cigna Corporation exists to improve lives. We are a global health service company dedicated to improving the health, well-being and peace of mind of those we serve. Together, with colleagues around the world, we aspire to transform health services, making them more affordable and accessible to millions. Through our unmatched expertise, bold action, fresh ideas and an unwavering commitment to patient-centered care, we are a force of health services innovation. When you work with us, or one of our subsidiaries, you’ll enjoy meaningful career experiences that enrich people’s lives. What difference will you make?

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.

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