**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 ago-toexpert 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 byidentifyingerrors, 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. + Identifyrecurring 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. + Helpmaintainand 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 andassistwith root cause understanding. **Data & Reporting Support** + Assistwith extracting and reviewing operational data to supportdecisionmaking.-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, KnowledgeXchange). + Strong attention to detail and commitment to accuracy. + Ability to explain processes clearly and support others inproblemsolving.-solving. + Proven reliability and consistency in deliveringhighqualitywork.-qualitywork.



+ Good analytical capability (Excel preferred) with the ability to interpret data. + Strong communicationskills, both verbal and written. + Ability to work effectively with peers and contribute to a positive team culture. + Demonstrated customer focus and service quality orientation. + Adaptable 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 toidentifyissues, analyse root causes, and propose practicalsolutions.- **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.

📌 Operations Analyst (Bengaluru)
🏢 The Cigna Group
📍 Bengaluru