Manager – Client & Central Administrative & Event Support - Cigna Healthcare - Remote

Job Title: Manager, Client & Central Administrative Support (Support Resolution Center)

Opening Statement
You are a steady, trusted leader who knows how to turn complexity into clarity. As Manager, Client & Central Administrative Support within the Support Resolution Center (SRC), you will guide critical client administrative and Open Enrollment workstreams that support teams, clients, and members when it matters most. This role blends operational ownership, people leadership, and partnership across teams to deliver high‑quality results at scale. You will help build smart, resilient operations while developing people and continuously improving how work gets done.

Responsibilities
This role is accountable for outcomes, integration, and service excellence across client administrative and Open Enrollment support.

• Own end‑to‑end delivery, quality, and performance of Client Administrative Support services, including centralized administrative activities, materials fulfillment, communications, and event logistics.

• Lead Open Enrollment administrative fulfillment from planning through completion, ensuring timelines, materials, tracking, and execution stay aligned during peak periods.

• Partner closely with Customer Event Operations and Segment Operations Professional Administrative teams to ensure clear ownership, smooth handoffs, and consistent client experiences.

• Lead, coach, and develop Supervisors and senior‑level analysts, building strong capacity for decision‑making, escalation management, and enterprise‑minded execution.

• Ensure Wrike serves as the single intake and visibility tool for all client administrative and OE‑related work, enabling transparency and prioritization.

• Drive capacity planning and cross‑hub load balancing in collaboration with other SRC leaders to support seasonal demand, volume spikes, and operational resilience.

• Monitor key performance indicators such as volume, turnaround time, quality, and utilization, and take action to improve outcomes.

• Sponsor and lead process improvements that simplify workflows, reduce handoffs, improve speed, and support long‑term scalability.

• Oversee development and adoption of SOPs, job aids, and workflow standards to ensure consistent execution.

• Develop and execute operational plans aligned to sales, segment, and Open Enrollment priorities while managing risk and dependencies.

Qualifications

Required Qualifications
• Minimum of 7 years of experience in client operations, sales administration, or centralized administrative support, including leadership of complex workstreams.

• Proven people leadership experience, including direct management of supervisors and/or senior‑level individual contributors.

• Demonstrated success owning end‑to‑end delivery of time‑sensitive, high‑volume work, including seasonal or peak execution cycles.

• Strong operational judgment with the ability to prioritize, plan, and execute using data, defined processes, and management best practices.

• Experience coordinating work across teams in a matrixed environment and resolving dependencies with urgency and professionalism.

• Proficiency using workflow or intake management tools (such as Wrike) to manage demand, execution, and visibility.

• Clear, confident communication skills that support alignment with leaders, peers, and stakeholders.

Preferred Qualifications
• Bachelor’s degree in business, operations, or a related field.

• Experience working within a Support Resolution Center or hub‑based operating model.

• Direct involvement in Open Enrollment administrative or event‑related fulfillment.

• Experience leading process improvement efforts focused on standardization, automation, or scalability.

• Strong ability to balance hands‑on operational leadership with people development and continuous improvement.