The job profile for this position is Planning and Workflow Senior Analyst, which is a Band 3 Senior Contributor Career Track Role.
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About us
Cigna is one of the world's leading providers of health care, expatriate employee benefits, life, accidental and supplemental health insurance. Headquartered in the US and listed in NYSE, the Company operates in countries across the Americas, Europe, Africa, and Asia Pacific.
For our Business Excellence team we are looking for a Planning Senior analyst.
Your job
As a Senior Analyst you will be responsible for developing and managing short, medium, and long-term forecast volumes for all functions based on historical data and financial projections on membership. This role translates operational strategy into capacity plans for both inshore and offshore operations, manages headcount and productivity, and coordinates capacity planning to meet service level agreements.
Main Responsibilities
Forecasting and Planning:
Create long, medium, and short-term forecast volumes for all functions based on historical data and financial projections on membership.
Translate operational strategy into capacity plans for inshore and offshore teams.
Measure and plan for attrition rates, leaves of absence, and headcount control within each capacity plan.
Update work ratios and plan holiday/sickness quotas for each site and function.
Productivity Management:
Control and set productivity targets in collaboration with Operations Managers for each function.
Monitor and ensure targets are met, adjusting plans as necessary to maintain efficiency.
Service Level Projections:
Develop projections for claims, COM inventory, and telephony service levels.
Utilize call volume reports to coordinate and complete capacity planning within the call center.
Conduct call pattern forecasting and planning to help meet service level agreements.
Communication and Collaboration:
Communicate effectively with multiple levels of management to agree on each capacity plan and ensure assumptions are being met.
Clearly communicate recommendations and guidance to senior operational leaders.
Act as the single point of contact for the entire team and senior leaders.
Cost Management:
Translate changes in capacity plans into costs and drivers.
Communicate with Finance, HR, Training, and other relevant departments regarding Full-Time Equivalents (FTEs) per site and function.
Your profile
Proven experience in capacity planning, workforce management, or a related area.
Strong analytical skills with the ability to interpret historical data and financial projections. Proven data analytics skills (advanced Excel, QlikView, Tableau ...).
Excellent communication skills, capable of conveying complex information to senior leaders.
Experience in workforce management software and tools.
Ability to work collaboratively across various departments and levels of management.
Strong organizational skills and attention to detail.
Skills
Strategically orientated with a focus on execution and delivery.
Results driven and able to work under pressure.
Excellent inter-personal skills.
Creativity/Innovation
Action-orientated problem-solving skills / process improvement.
Excellent organization, planning and prioritization skills.
Strong communication skills: demonstrating drive and enthusiasm.
Adaptability and Cooperation
Languages: Advanced level of English (additional languages are a plus).
Key competencies
Strategic Mindset
Manages Complexity
Manages Ambiguity
Plan and Aligns
Nimble Learning
Self-Development
Ensures Accountability
Drives Results
Optimize Work processes
Data driven.
What we offer?
Contract: Permanent
Environment: Multicultural working environment
Hybrid working: Enjoy working from the comfort of your home 3 days per week and 2 days from our office.
The official schedule will be Monday to Thursday from 8.00 to 17:00 and Friday from 8.00 to 15:00.
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: ****** for support. Do not email ****** for an update on your application or to provide your resume as you will not receive a response.
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