Territory Manager managing consumer performance in Montreal area for BAT. Collaborating with retailers and leveraging digital tools to meet consumer needs.
About the role
- Senior Director leading workforce management transformation for The Cigna Group. Focusing on innovative tools, processes, and collaboration across operations and finance leaders in a hybrid role.
Responsibilities
- Lead the transformation of the WFM organization by developing and implementing innovative tools, processes, and technologies
- Drive the evolution of our business model and network strategy to support dynamic workforce management
- Influence and collaborate with upstream technology and operations leaders to adopt new ways of working
- Establish and deliver against broader footprint strategic priorities, including managing geographic concentration risk and optimizing our global supplier partner network
- Leverage data to build a strategic vision and develop analytical frameworks to drive more efficient staffing outcomes with better agent quality
- Oversee key workforce functions, including long-term and short-term staffing planning, as well as agent scheduling
- Care for critical business needs such as peak enrollment planning and other key business initiatives across Cigna and Evernorth
- Deliver against service levels, cost targets and provide insights on staffing outcomes via data-driven analytics and relationship building with key intent partners
- Foster a culture of continuous improvement and innovation within the WFM team
- Ensure that workforce management strategies align with the overall business objectives and goals
- Develop workforce capabilities to better manage our future workforce, which will look different on the other side of AI driven technology investments
- Attract and recruit top talent, set team goals aligned to the organization strategy, motivate and lead the team toward those goals
Requirements
- Bachelor's degree in Business or related area
- 10+ years of experience with operations, workforce management, consultation or similar applicable experiences
- 10+ years of experience in supporting complex operations in a matrixed corporate environment supporting both domestic and global resources
- 5+ years of experience with budget management including P&L ownership
- 5+ years of experience large complex leading teams
- 3+ years of practiced automation and transformation development experience and application
- Proven experience in leading transformational initiatives within workforce management or related fields
- Strong understanding of workforce management tools, processes, and technologies
- Ability to think strategically and drive change across business models and network strategies
- Excellent leadership and collaboration skills to influence and work with cross-functional teams
- Strong problem-solving skills and a passion for innovation
- Exceptional communication skills, both written and verbal
- Ability to effectively communicate across a wide range of stakeholders including senior level executive leadership
- Strong knowledge and experience working with automated workforce management tools in a multi-site environment
- Excellent knowledge of multi-channel service center processes and operations
- Demonstrated skills with workforce management, reporting and executive level presentation, including Microsoft Office products.
Benefits
- Medical, vision, dental health insurance
- Well-being and behavioral health programs
- 401(k)
- Company paid life insurance
- Tuition reimbursement
- Minimum of 18 days of paid time off per year
- Paid holidays
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