Retail Excellence Manager

3 weeks ago


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

Cigna, a leading global health services provider, is seeking a Retail Excellence Manager to join its Global Individual Health segment. This role involves providing insight on opportunities to improve customer journeys through analysis of multiple data sources, while ensuring all activities remain compliant.

The main purpose of the role is to ensure all channels are selling and servicing in accordance with regulatory and business guidelines. This includes performing quality checks to meet compliance requirements, providing monthly reporting to evidence and report on compliance performance, and designing and implementing documented processes in accordance with FCA, DFSA, and any other regulatory requirements.

Key Responsibilities:

  • Ensure all channels are selling and servicing in accordance with regulatory and business guidelines.
  • Provide monthly reporting to evidence and report on compliance performance.
  • Design and implement documented processes in accordance with FCA, DFSA, and any other regulatory requirements.
  • 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.

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 healthcare system, empowering them with the information and insight they need to make the best choices for improving their health and vitality.


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