Role Summary

The Director of Telesales will own the telesales strategy and execution of results for direct sales of Cigna Supplemental Benefits (CSB) products, inclusive of Medicare Supplement, Dental Vision and Hearing (DVH), and Individual Supplemental Health products as well as Medicare Advantage and Prescription Drug Plan (PDP) cross sales.  The leader will optimize the telesales capability through management of internal teams of agents, leverage of outsourced partners, working closely with Marketing, and driving strategy and execution of targeted technology investments.

The individual will build the necessary strategy and capabilities to execute a successful acquisition and retention plan, focused on Medicare portfolio of products, as well as Individual Supplemental Health Products.  The individual will work collaboratively across multiple functional areas, to align resources and effort, around the achievement of plan.  This role will report directly to the CSB General Manager, and will have accountability for the results of the direct sales channel.

The Direct to Consumer (DTC) Medicare channel is a significant driver of current and future growth and earnings for Cigna.  Growth in the Medicare market, coupled with consumer purchasing trends via the DTC channel, and increased innovation in this space, are all opportunities for potential expansion within the DTC space. 

Job Responsibilities

Strategy & Financial

• Create and execute the vision and strategy for the telesales channel with input from the segment and distribution leadership team.
• Identify opportunities to optimize results through improved technology, customer experience, and agent experience, across multiple product lines.
• Define, track, and manage state and federal compliance requirements across all aspects of telesales model.
• Monitor business performance and external market activity and adjust strategy accordingly to support product sales and growth projections.
• Provide leadership and clear decision-making on issues affecting the segment. Support cross-functional decision-making and take ownership to drive business results.
• Develop strong relationships with marketing, product and operations partners, and strongly influence/lead sales and retention strategies and optimize results.
• Manage team to directly lead and manage external call center vendor relationships, as well as the day-to-day sales operations within the channel.
• Manage national call center agents and management staff.
• Manage team of agents focused on retention of current customers.
• Optimize opportunity to cross sell and upsell customers across spectrum of solutions.
• Partner closely with data analytics resources, and proactively leverage data analytics to support sales execution. 

People

• Build, motivate and lead a high-performance team.  Develop direct reports and provide opportunities to stretch skills.
• Foster a success-oriented, accountable culture in the team that brings intellectual curiosity, questions “business as usual” practices and creates awareness of where a different approach/solutions from status quo.

Qualifications

• Bachelor’s degree required; advanced degree desirable.
• Seasoned, respected leader with a minimum of 10 years of experience in the health services or insurance with specific experience in direct sales / telesales.
• Medicare product experience strongly preferred.
• Experienced in building and managing distribution channels.
• Demonstrated results in being able to think strategically, anticipate future consequences and trends, and incorporate them into both a short-term and long-term organizational plan
• Proven track record of exceeding goals and a bottom-line orientation; evidence of the ability to consistently make good decisions through a combination of analysis, wisdom, experience, and judgment; high level of business acumen, including successful P&L management and the ability to balance the delivery of programs against the realities of a budget; allocate resources and manage operating expenses to maximize P&L while managing risk. 
• Enterprise thinker with proven ability to influence across a matrix environment. Ability to develop relationships externally and across all levels of the organization.
• Demonstrated ability to influence others and utilize resources to accomplish tasks.
• Strong communication, interpersonal and presentation skills.
• Comfortable dealing with and managing an ever-changing, highly competitive industry/ environment; communicates optimism and confidence in the future.
• Experience in Medicare Supplement and/or Medicare Advantage sales.
• DTC Marketing and/or Call Center management required.
• Demonstrated team building and people leadership skills

Role Competencies

• Managing Vision and Purpose – Communicates a compelling and inspired vision or sense of core purpose; Can inspire and motivate entire units or organizations; is Optimistic; Creates mileposts and symbols to rally support behind the vision
• Strategic Agility â€“ is creative, a visionary, and can manage innovation; is an effective strategist full of ideas and possibilities; sees multiple futures; has broad interests and knowledge; can both create and bring exciting ideas to market; comfortable speculating about alternative futures without all of the data.

• Influential Leadership â€“ Is skilled at getting individuals, teams, and an entire organization to perform at a higher level and to embrace change; negotiates skillfully to achieve a fair outcome or promote a common cause; communicates a compelling vision and is committed to what needs to be done; inspires others; builds motivated, high-performing teams; understands what motivates different people.
• Professional Savvy â€“ Can maneuver through complex political situations effectively and quietly; is sensitive to how people and organizations function; anticipates where the land mines are and plans his/her approach accordingly; views corporate politics as a necessary part of organizational life and works to adjust to that reality.
• Intellectual Horsepower - Is bright and intelligent; deals with concepts and complexity comfortably.  Described as intellectually sharp, capable, and agile
• Business Acumen - Knows how businesses work; knowledgeable in current and possible future policies, practices, trends, technology, and information affecting his/her business and organization; deep knowledge of existing and emerging competition; is aware of how strategies and tactics work in the marketplace

• Motivating Others â€“ Creates a climate in which people want to do their best; can motivate many kinds of direct reports and team or project members; pushes tasks and decisions down; empowers others; invites input from each person and shares ownership and visibility; makes each individual feel his/her work is important; is someone people like working for and with.
• Perseverance â€“ Pursues everything with energy, drive, and a need to finish; seldom gives up before finishing, especially in the face of resistance or setbacks.

This position is not eligible to be performed in Colorado.

About Cigna

Cigna Corporation exists to improve lives. We are a global health service company dedicated to improving the health, well-being and peace of mind of those we serve. Together, with colleagues around the world, we aspire to transform health services, making them more affordable and accessible to millions. Through our unmatched expertise, bold action, fresh ideas and an unwavering commitment to patient-centered care, we are a force of health services innovation. When you work with us, or one of our subsidiaries, you’ll enjoy meaningful career experiences that enrich people’s lives. What difference will you make?

Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.

If you require reasonable accommodation in completing the online application process, please email: SeeYourself@cigna.com for support. Do not email SeeYourself@cigna.com for an update on your application or to provide your resume as you will not receive a response.