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The Cigna Group Logo The Cigna Group · -

Philippines Operations Leader

Philippines, Manila 180000.00 - 300000.00 USD / Year · Job Posted February 07, 2026
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Job Description

The Operations Lead for the Philippines site is responsible for developing and executing a comprehensive operations strategy that aligns with enterprise-wide objectives. This role involves formulating and implementing policies and outcomes, developing new operational procedures, and continuously enhancing existing processes to achieve optimal efficiency. The Operations Lead will also translate objectives into actionable plans with a medium- to long-term view, ensuring that the operations function is streamlined and effective. Additionally, this role includes monitoring key performance indicators, preparing regular reports for senior management, and using data-driven insights to inform decision-making and strategic planning.

Job Responsibility

  • Formulate and implement a comprehensive operations strategy for the Philippines site
  • Develop and administer goals, objectives, plans, and policies
  • Oversee the ongoing setup and operationalization of the new operation
  • Develop new operational procedures and systems to enhance efficiency
  • Ensure quality and service standards are maintained
  • Implement best practices for call center and coverage review operations
  • Engage with stakeholders and business owners in the US
  • Foster ongoing client relationships
  • Lead the operations function for the Philippines site
  • Develop and build leadership talent and capability within the team
  • Develop and execute a robust talent acquisition strategy
  • Monitor key performance indicators (KPIs)
  • Prepare and present regular reports on operational performance
  • Use data-driven insights to inform decision-making
  • Identify potential risks and develop mitigation strategies
  • Optimize resource allocation
  • Manage operational budgets and financial performance
  • Develop and maintain a comprehensive business continuity plan
  • Foster a positive and inclusive workplace culture
  • Facilitate cultural integration between the Philippines site and other global locations
  • Demonstrate strong verbal and written communication skills
  • Ensure timely and regular updates on progress

Requirements

  • Bachelor’s degree in Business Administration, Management, or a related field
  • MBA or advanced degree preferred
  • Minimum of 10 years of experience in operations management, with at least 5 years in a leadership role within a call center, customer service or coverage review environment
  • Senior-Level Operations Management - Experience leading large teams (1,000+ FTEs) across multiple operational functions
  • Execution-Oriented Leadership - Demonstrated ability to translate enterprise strategy into operational plans and deliver measurable results
  • Cross-Functional Collaboration - Proven success partnering with U.S.-based or global teams including HR and shared services
  • People Leadership & Talent Development - Track record of building high-performing, inclusive teams and leading through change
  • Experience in talent acquisition, development, and retention
  • Expatriate Readiness - Willingness and ability to relocate to Manila, Philippines for 3-4 years
  • Proven experience in setting up and managing an operation, including infrastructure, technology, and process implementation
  • Demonstrated experience in managing production metrics/service levels, customer experience, and production staff
  • Strong working knowledge of operational technologies and best practices
  • Proficiency in using data analytics tools and software
  • Understanding of regulatory requirements and industry standards related to call center and coverage review operations
  • Strong leadership skills with the ability to lead, influence, and drive accountability
  • Demonstrated effectiveness working in a highly matrixed organization
  • Ability to translate strategic objectives into actionable plans with a medium- to long-term view
  • Strong analytical skills with the ability to use data-driven insights for decision-making
  • Experience in risk management and developing mitigation strategies
  • Excellent verbal and written communication skills
  • Strong interpersonal skills
  • In-depth understanding of quality customer service best practices
  • Ability to stay abreast of emerging technologies and innovations in operations
  • Commitment to continuous improvement and operational excellence
  • Ability to build a positive and inclusive workplace culture
  • Experience in facilitating cultural integration between global locations

What we offer

  • Annual bonus
  • Long term incentive plan
  • Medical, vision, dental, and well-being and behavioral health programs
  • 401(k)
  • Company paid life insurance
  • Tuition reimbursement
  • Minimum of 18 days of paid time off per year
  • Paid holidays
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