Operations Control Tower Lead — Real-Time Performance

Cigna Health and Life Insurance Company; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

Cigna Health and Life Insurance Company in Kuala Lumpur is seeking an Operational Performance & Governance Lead to oversee day-to-day operations, driving real-time visibility of service performance. The role partners with META Lead and operational leaders to identify risks early and push actions to resolution, before customer or SLA impact occurs.

The position focuses on governance, reporting, and stakeholder engagement to enable a proactive, data-driven management of service delivery across the

Responsibilities

• Operational Health Monitoring & Governance: central point of coordination for operational health monitoring across all functions. Maintain real-time oversight of key operational metrics including: Claims Inventory, Call queues, Email inventories, Pend volumes, SLA adherence, Turnaround time performance inclusive of interdependent teams.
• Real-Time Performance Management (RTFM): real-time monitoring and workforce performance tracking; maintain dashboards and scorecards; conduct intraday reviews; alert leaders when thresholds are at risk; support workload balancing.
• Risk Identification & Escalation Management: identify high-risk cases, aging inventories, and complex issues; coordinate interventions; ensure timely escalation; maintain governance over action plans.
• Cross-Functional Issue Resolution: lead coordination across departments to resolve service delivery challenges; ensure timely corrective actions; collaborate with multiple teams including Claims, Authorizations, Client Services, Communications, Clinical Operations, Product, and Technology.
• Operational Reporting & Insights: develop and distribute daily/weekly/ad-hoc reports; provide updates on performance, risks, backlog, capacity, escalation trends, and SLA performance; translate data into actionable recommendations.
• Service Continuity & Incident Coordination: coordinate during incidents or outages; monitor recovery progress; inform stakeholders; support business continuity planning.
• Continuous Improvement & Operational Excellence: identify recurring issues and drive root-cause analysis; propose process improvements; explore automation opportunities; foster proactive risk-management culture.

Job description

Cigna Health and Life Insurance Company in Kuala Lumpur is seeking an Operational Performance & Governance Lead to oversee day-to-day operations, driving real-time visibility of service performance. The role partners with META Lead and operational leaders to identify risks early and push actions to resolution, before customer or SLA impact occurs.

The position focuses on governance, reporting, and stakeholder engagement to enable a proactive, data-driven management of service delivery across the