Operations Analyst

Quality Coach/SME   – Operations Analyst (Band 2H)  

As an   Operations Subject Matter Expert (SME) , you will act as a knowledgeable and reliable operational resource within your function. You will provide   hands ‑ on   subject matter   expertise , support daily operations, coach colleagues, and contribute to improving processes, quality, and customer outcomes.  

This role sits at the centre of operational delivery — bridging knowledge gaps, supporting team members, escalating issues appropriately, and ensuring accuracy and consistency in how processes are executed.  

Your role contributes directly to service excellence by using your deep workflow understanding,   problem   solving   skills, and data awareness to help teams achieve performance   targets. ‑ solving   skills, and data awareness to help teams achieve performance targets.  

KEY RESPONSIBILITIES  

Operational Expertise & Support  

Act as a   go ‑ to   expert for daily operational queries within your function (e.g., Claims, Eligibility, Admin,   Customer Service,   Client Support).  

Support colleagues with interpretation of SOPs, business rules, and operational workflows.  

Handle more complex cases or exceptions in line with defined authority levels.  

Quality, Accuracy & Compliance  

Support quality reviews by   identifying   errors, gaps, and improvement opportunities.  

Ensure adherence to operational procedures, regulatory requirements, and audit expectations.  

Flag emerging risks or trends to team leads and supervisors.  

Process & Continuous Improvement  

Provide input into process updates and improvement initiatives.  

Identify   recurring issues and recommend practical solutions.  

Champion consistency, standardisation, and accuracy in operational delivery.  

Coaching & Knowledge Transfer  

Support new starters and colleagues by sharing knowledge and best practices.  

Provide informal coaching to uplift capability within the team.  

Help   maintain   and update team reference materials (e.g., guides, templates, FAQs).  

Cross   Team   Collaboration ‑ Team   Collaboration  

Work collaboratively with peers, supervisors, and support teams (IT, Quality, Product, Compliance) when operational issues arise.  

Escalate cases appropriately and   assist   with root cause understanding.  

Data & Reporting Support  

Assist   with extracting and reviewing operational data to support   decision   making . ‑ making .  

Highlight patterns, trends, or discrepancies requiring leader attention.  

Customer & Service Orientation  

Maintain a strong customer first mindset, ensuring operational decisions consider downstream customer impact.  

Support the resolution of escalated member/provider/client issues within your domain.  

YOUR PROFILE  

Minimum   1–2 years’ experience   in an operations environment (claims, eligibility, onboarding, customer service, or similar).  

Solid understanding of relevant workflows, SOPs, and operational platforms (e.g., Salesforce, Claims systems, Knowledge   Xchange).   

Strong attention to detail and commitment to accuracy.  

Ability to explain processes clearly and support others in   problem   solving . ‑ solving .  

Proven reliability and consistency in delivering   high   quality   work. ‑ quality   work.  

Good analytical capability (Excel preferred) with the ability to interpret data.  

Strong communication   skills, both verbal and written.  

Ability to work effectively with peers and contribute to a positive team culture.  

Demonstrated customer focus and service quality orientation.  

Flexible and adaptable to changing priorities.  

Fluent in English ,   other languages helpful.  

KEY COMPETENCIES  

Operational Expertise   – Strong understanding of functional processes and SOPs.  

Problem   Solving   – Ability to   identify   issues, analyse root causes, and propose practical   solutions. ‑ Solving  

Collaboration   – Works effectively across teams and builds positive relationships.  

Quality Orientation   – Focused on accuracy, compliance, and error reduction.  

Customer Focus   – Ensures work contributes to positive customer outcomes.  

Communication   – Clear, structured, supportive communication with peers and leaders.  

Continuous Improvement Mindset   – Looks for opportunities to enhance processes and reduce friction.  

Time & Priority Management   – Efficiently manages workload and deadlines.  

Learning & Knowledge Sharing   – Supports the development of team capability.  

Systems & Tools Awareness   – Comfortable navigating relevant systems and learning new tools  

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.