Job Purpose: This role supports the APAC Service Operations teams by driving strategic initiatives across three core pillars:
Customer Centricity – Enhancing customer experience through operational improvements. Change Management – Leading and supporting transformation efforts. Strategic Integration – Aligning regional and global initiatives for cohesive execution.
The role involves close collaboration with senior leaders across multiple functions (Operations, Network, Technology, IT, Data & Analytics) to identify capabilities, dependencies, and impacts. It focuses on the full end-to-end operations interaction, in refining strategic requirements and benefits to prioritize and execute initiatives such as claims workflow transformation, process automation, and broker/client engagement enhancements.
A cross-functional connector, this role acts as a bridge between APAC and global teams, ensuring alignment and integration of strategic efforts.
As a customer experience champion, directly influences improvements that lead to better client and broker outcomes.
Acting as a strategic execution partner helps translate high-level strategy into actionable, impactful operational changes.
The role’s regional influence requires travel across core operational sites in Singapore, Kuala Lumpur, India and Hong Kong, ensuring consistent implementation and stakeholder engagement across diverse markets, including some out of normal working hour meetings and engagements to be able to leverage global teams.
Reports to: APAC Chief Operating Officer
Critical Tasks and Expected Contributions/Results:
Partner with senior leadership to identify strategic opportunities and develop execution roadmaps.
Strategic integration across the business, including collaboration with other teams and functions e.g. Technology; Digital, Strategic Change and Customer Experience.
Act as the key link between International health Delivery Services (IHDS) and the Internal Health business, supporting business updates and progress to the Leadership teams, including the market and Regional CEO’s.
Drive adoption of ‘better or new ways of working’
Define/refine EPICs to ensure they are aligned with business capabilities and strategy.
Analyze data and business drivers to inform prioritization and readiness.
Develop and maintain business cases with cross-functional support.
Collaborate with PMOs and product owners to drive Agile execution across scrum teams.
Lead operational improvement initiatives with a continuous improvement mindset.
Track and report on project portfolios, including cost-benefit analysis.
Facilitate cross-functional collaboration and identify synergies across teams.
Communicate roadmap progress to leadership, including IHDS SLT, Book of Business SLT, and APAC ExCo.
Work with central Data and Analytics teams and regional Analytics Enablement and Solutions to leverage data insights for operational improvements.
Produce accurate management reports and statistical insights, including trending and impact quantification.
Key Challenges/Anticipated Changes in Environment:
Navigating the matrix environment
Influencing without authority
The ability to recognize the pressure points and hot spots and connecting processes and people
The fluidity and fast changing competitive internal and external environment.
Developmental Value of Position:
Strategic thinking and vision, enhances the ability to think beyond day-to-day operations and focus on long-term, cross functional impact.
Cross-functional collaboration building influence and communication skills across diverse teams (Operations, IT, Data, etc).
Change leadership, providing hands-on experience in managing transformation initiatives and navigating resistance.
Customer-centric, sharpening focus on customer outcomes and service excellence.
Regional and global exposure offering cultural intelligence and regional business acumen through travel and stakeholder engagement across APAC.
Executive Visibility where there is regular interaction with senior leaders which boosts visibility and credibility.
Experience/Knowledge, Education and Other Requirements:
Bachelor’s or Master’s degree in Technology, Operations, Business Administration, or related field.
10 years of experience in project delivery or operations within Insurance sector.
Experience working with multinational teams; fluent in English as the person needs to communicate with different markets.
Proficiency in MS Office and financial acumen for business case tracking.
Background in Agile methodologies and business/technology architecture - Advantage
Strong verbal and written communication skills across all levels.
Adaptability in fast-paced, dynamic environments.
Attention to detail and strong problem-solving skills.
Strategic thinker with strong execution and delivery focus.
Experienced in stakeholder management and operational leadership.
Strong analytical skills; proficient in Excel, QlikView, Tableau.
Skilled in change management and process improvement.
Excellent communication, negotiation, and influencing abilities.
Highly organized with strong planning and prioritization skills.
Results-driven and able to motivate cross-functional teams.
Comfortable working independently and collaboratively in a matrixed environment.
Key competencies include:
Strategic Planning & Execution
Navigating Ambiguity
Stakeholder Management
Organizational Savvy
Driving Engagement
Technology & Data Fluency
Global Perspective
Data-Driven Decision Making
Change Management
About The Cigna Group
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.
