Led a team formed by 65 FTE. Member of local Board. Report to General Manager.
As Information Technology Director (CIO):
Led Cigna Digital Transformation (web portal, delivery of SMS, emails, electronic docs, reimbursement claims through
web portal, electronic network provider book...) to both increase customer satisfaction and reduce operating costs.
* Designed and implemented IT Strategic Plan.
* Introduced IT Governance model based on: Project Management methodology, SLAs, and KPIs.
* Implemented Big Data and Business Intelligence solutions.
* Created an omnichannel platform using Salesforce (CRM) and Hermes-Vocalcom (Contact Center) tools, to support
Customer and Sales Call Centers.
* Led Roll out of alliance in Spain between Cigna and ING NN both from a technological and operational level.
* Built and kept continuously updated a BCP, performing 2 real tests per year.
* Established a BPM tool to manage business processes, set up KPIs and SLAs follow up.
As Service Operations Director (COO):
Drove consistent and more integrated performance standards with 48% increase in operations productivity during last 3
years, while maintaining quality higher than 99.5%, handling 1.4M claims per year, total cost of €59M and managing 28K
network providers.
* Built a multilingual back office center to deliver customer support worldwide.
* Reduced backlog up to 78% in 4 years achieving 'zero backlog' several times.
* Designed and implemented the Fraud Prevention and Detection Unit and Claims Recovery Costs Unit.
* Set up policies enrolment and fulfillment in less than 24 hours, dispatched policies T&C documents in less than 48
hours, customer's reimbursement in less than 3 working days, payment to network providers in less than 10 days and
Call Center abandonment calls less than 4%, all these in accordance with customer's SLAs.
