Summary

Provides advanced professional input to complex Operating Effectiveness assignments/projects. Analyzes and measures the effectiveness of existing business processes and develops sustainable, repeatable and quantifiable business process improvements. Researches best business practices within and outside the organization to establish benchmark data.

Collects and analyzes process data to initiate, develop and recommend business practices and procedures that focus on enhanced safety, increased productivity, and reduced cost. Determines how new information technologies can support reengineering business processes. May specialize in one or more of the following (or similar) areas: benchmarking, business process analysis and reengineering, change management and measurement, process-driven systems requirements.

Requires in-depth knowledge and experience. Uses best practices and knowledge to improved products or services. Solves complex problems. Supports and provides direction to more junior professionals. Works autonomously, only requiring “expert” level technical support from others.

Exercises judgment in the evaluation, selection, and adaptation of both standard and complex techniques and procedures. Utilizes in-depth professional knowledge and acumen to develop models and procedures, and monitor trends, within Operating Effectiveness.

Your role will include

- Transformation & Value Delivery

Lead cross‑functional LSS projects end‑to‑end (charter → control), converting VOC into CTQs and measurable outcomes (DPMO↓, FTR↑, NPS↑, AHT↓, rework↓).





Drive Lean/Kaizen interventions—waste elimination, standard work, mistake‑proofing, visual management—embedded into run‑ops and IHDS delivery.

Quantify and track benefits with IHDS portfolio governance and financial partners.

- International Health Domain & Compliance

Improve quality across global claims adjudication, enrolment, billing, provider/network & medical review workflows supporting International Health lines of business.

Ensure rigorous compliance with HIPAA, GDPR, and privacy/security standards for cross‑border PHI/PII; support internal/client audits and enterprise security reviews.

- Quality Systems & Controls

Design/optimize QMS for International Health ops: risk‑based sampling, QA scorecards, calibration routines, and auto‑scoring opportunities.

Establish SPC dashboards & early‑warning indicators; run FMEA on top failure modes; maintain rock‑solid control plans with ≥95% adherence.

- Analytics & Insights

Apply advanced analysis (root cause, hypothesis testing, regression/segmentation, DoE where warranted) to pinpoint drivers of denials, rework, leakage, and CX friction.

Partner with BI (Power BI/Tableau)



to build role‑based views tracking SLA, quality, cost, and IHDS portfolio health.

- People Leadership & Change

Coach/certify Green Belts, upskill QA/ops teams on LSS and data literacy; facilitate Kaizens/rapid improvement bursts.

Lead change management (ADKAR/PROSCI), aligning with IHDS cadence (e.g., intake, prioritization, PI) to sustain adoption.

Your Abilities

The ideal candidate blends deep healthcare domain understanding (HIPAA/PHI handling, payer/provider processes) with hands-on expertise in process excellence, change management, and stakeholder engagement across global, high-volume operations. The role drives defect reduction, cost/outcome improvements, regulatory compliance, and client satisfaction using structured methods (DMAIC/DMADV), analytics, and robust control systems.

Required Skills and Qualifications

- Bachelor’s degree in Engineering, Healthcare Administration, Statistics, or related field; Master’s preferred.
- Certified Lean Six Sigma Black Belt (ASQ/IASSC or equivalent); COPC/ISO knowledge a plus.
- 10+ years total experience with 5+ years in healthcare BPO/RCM/payer/provider processes.
- Proven track record delivering multiple high-impact projects with quantified benefits in a high-volume operations environment.
- Robust knowledge of HIPAA, PHI handling protocols; exposure to payer policies and US healthcare revenue cycle preferred.
- Proficiency with statistical tools (Minitab/R/Python—analysis), BI (Power BI/Tableau), and Excel at advanced

📌 Operating Effectiveness Lead Analyst (Bengaluru)
🏢 The Cigna Group
📍 Bengaluru