YOUR RESPONSIBILITIES

Your role will be to:

Deliver comprehensive and engaging training to new and existing Cigna employees across Customer Service and Claims.Design, conduct, and organize training programs to improve employee performance and ensure organizational productivityManagement of content and training materialsProvide vision and strategy of training and onboardingContinuos developement of onboarding and training strategiesWork closely with the Operations management team to identify and create training needs assesmentEmbed a 5 star customer experience cultureMaintain and update Operating procesures and processes in line with operational and technology changesWork closely with HR and Operations Senior Supervisors to appropriately manage all trainees not performing to required standards.Update training materials based on policy and procedural changes.    Perform ongoing validation of learning objectives and performance based assessments within programs. 

                                                                                                                                                                                  

Scope and Dimensions

Reporting directly to the Head of Customer Operations for Global Individual Health. No direct line management responsibilities.  Supporting GIH Operations TeamBased in Kuala Lumpur, Malaysia. Travel requirements to other GIH locations in other countries. 

                                                                                                                                                                                                           

YOUR PROFILE

Experience and knowledge required

Knowledges:

In-depth knowledge of healthcare processing claims systems and call handling systems. Ability to impart knowledge and develop skills to others. Experience of training design, delivery and evaluation preferable. Excellent presentation skills with ability to present information in a confident, creative and interactive manner.Ability to provide constructive feedback; work patiently and effectively with trainees of different experience levels, learning styles and cultural diversity. Ability to research, develop and implement new training and development programs. Ability to work independently and make effective decisions; coordinate multiple tasks and work effectively as a team member.

                                                                                                                                                                                   

Preferred experience/education/professional qualifications:

Previous training experience or certificationCoaching experience or certificationEnglish: C1 level written and spoken.

Skills

Excellent written and verbal communication.Presentation SkillsCoaching SkillsFeedback SkillsEvaluating SkillsAbility to work under minimum supervisionStrong Business Partnering Skills Strong Microsoft Office Skills

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.