Operating Effectiveness Analyst - Cigna Healthcare

Overview

Support the delivery of operational improvement activity at GIH by analysing performance data, identifying improvement opportunities and supporting the implementation of sustainable, measurable improvements. Reports to the Operations Strategy Execution and Insights Manager.

What you'll do

• Analyse operational performance, customer insight and process data to identify improvement opportunities.
• Support reviews of existing processes to identify opportunities to improve efficiency, customer experience and operational outcomes.
• Conduct structured analysis and root cause investigation to support recommendations for improvement.
• Support the development and implementation of sustainable process improvements.
• Research best practices and contribute ideas to improve operational effectiveness.
• Support continuous improvement activity aligned to GIH and IHDS strategic priorities.
• Use operational data and customer insight to identify trends, themes and opportunities for improvement.
• Produce analysis, reports and supporting materials to inform decision-making.
• Support governance reporting by providing accurate updates on progress, actions, risks and dependencies.
• Maintain visibility of assigned improvement activity through effective tracking and reporting.
• Use tools such as Excel and Salesforce reporting to analyse information and support operational insights.
• Support defined workstreams within GIH and IHDS operational improvement initiatives.
• Coordinate activities, actions and updates across relevant stakeholders.
• Track progress against agreed milestones and highlight risks, issues and dependencies.
• Support Tiger Team activity through analysis, reporting and coordination.
• Contribute to ensuring improvement activity remains aligned to agreed objectives and expected outcomes.
• Work collaboratively with operational teams, experience leads, insight teams and wider stakeholders.
• Support improvement discussions by providing analysis, updates and recommendations.
• Build effective relationships across functions to enable successful delivery of improvement activity.
• Support the resolution of straightforward operational challenges through structured analysis and problem solving.
• Contribute to identifying opportunities to improve customer experience, operational performance and colleague experience.
• Support measurement of improvement activity to understand impact and sustainability.
• Monitor outcomes of implemented improvements and highlight emerging risks or opportunities.
• Share insights and recommendations to support ongoing operational improvement.

What you'll need

• Experience in operational improvement, business analysis, process improvement, reporting or similar roles.
• Experience analysing data and using insights to identify trends, issues and improvement opportunities.
• Experience supporting projects, improvement initiatives or defined workstreams.
• Experience working collaboratively with multiple stakeholders across different functions.
• Experience producing reports, analysis or governance materials.
• Strong analytical skills with the ability to interpret data and translate insights into practical recommendations.
• Strong Excel skills and confidence working with operational data.
• Ability to structure problems, investigate root causes and recommend practical solutions.
• Strong organisation and prioritisation skills with the ability to manage multiple activities.
• Good communication skills with the ability to explain analysis and insights clearly.
• Strong attention to detail and commitment to accurate reporting.
• Collaborative approach with the ability to build effective working relationships.
• Proactive mindset with an interest in operational excellence and continuous improvement.
• Comfortable working in a fast-paced environment with changing priorities.

Nice to have

• Experience within operational environments such as customer service, healthcare, financial services or contact centres.
• Experience using Salesforce reporting or similar reporting tools.

Details

• Location: Bengaluru, India.