Retail Excellence Lead

3 weeks ago

Glasgow, Glasgow City, United Kingdom The Cigna Group Full time

Cigna Healthcare, a division of The Cigna Group, is a leading global health services provider dedicated to helping people improve their health, wellbeing, and sense of security. We are currently seeking a Retail Excellence Lead to join our Global Individual Health (GIH) segment.

The main purpose of this role is to provide insight on opportunities to improve customer journeys through analysis of multiple data sources, while ensuring all activities remain compliant with regulatory requirements.

Key Responsibilities:

  • Ensure all channels are selling and servicing in accordance with regulatory and business guidelines through performing quality checks to meet compliance requirements.
  • Provide regular reporting to evidence and report on compliance performance.
  • Design and implement documented processes in accordance with FCA, DFSA and any other regulatory requirements, to ensure appropriateness of the sale and service provision.
  • Be able to analyse data to identify performance trends and provide insight to improve customer journeys.
  • Maintain accurate records and files as required.
  • Carry out quality assurance to ensure customer facing representatives are appropriately trained and competent to ensure sales and servicing meets customer needs and demands and business requirements.
  • Oversee active registered broker accounts to ensure Brokers meet license and KYC requirements.
  • Maintain Breach and Risk registers, highlighting any potential risk areas to key stakeholders with recommendations for improvement.
  • Oversee internal and external audits, including the ownership and delivery of action items and system updates where applicable.

Requirements:

  • Proven track record of working in a regulated environment.
  • Strong analytical skills are a must.
  • Excellent organisational, communication and time management skills
  • Proven track record in working in a customer focused sales/service environment.
  • Experience and deep knowledge of Microsoft Office, particularly Excel.
  • Ability to collect, organise and analyse data.
  • Able to work collaboratively with internal departments.
  • Understanding complex regulatory environments globally is preferable.

This is an exciting opportunity for a Retail Excellence Lead to make a real impact on customer journeys and contribute to the growth and success of The Cigna Group.

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