Role Summary

The HR Operations Senior Manager leads enterprise-wide HR service delivery, partnering closely with internal teams and external providers to ensure exceptional service quality, strong analytics, and continuous improvement. This role directs key operational areas—including Workday and ServiceNow optimization, workforce administration, unemployment processes, and Health & Welfare support—while ensuring alignment with HR and COE strategies. The manager enables a seamless, employee-centered experience and drives operational excellence across global HR services.

Key Responsibilities

Lead and manage outsourced Tier 1 and Tier 2 HR service delivery (Alight/Strada), including customer service, Workday/SNOW optimization, benefits, payroll, leaves, workforce administration, and unemployment.

Oversee Tier 3 escalations to ensure timely, accurate resolution and a positive employee experience.

Ensure operational readiness and flawless execution of cyclical HR events such as Open Enrollment, Annual Compensation Planning, Year-End processes, and Voluntary Retirement Programs.

Strengthen integration across HR systems and services, including payroll, benefits, HR portal content, and employee/manager self-service tools.

Partner with internal stakeholders on cross-functional initiatives and identify targeted service delivery solutions.

Monitor service trends, proactively identifying opportunities to improve quality, productivity, and efficiency.

Serve as a key stakeholder for enterprise-wide initiatives such as mergers, acquisitions, divestitures, and new program launches.

Champion operational excellence and lead continuous improvement efforts that enhance global HR service delivery.

Support change management strategies that enable HR service delivery transformation.

Manage vendor relationships, including Employment Verification and Unemployment Services (Equifax).

Ensure compliance with HR policies, processes, and regulatory requirements across supported functions.

Provide mentorship, coaching, and strategic direction to direct reports and matrixed team members.

Required Qualifications

5+ years of experience in HR service delivery, operations management, or related HR functions.

Deep understanding of HR operations best practices and shared services environments.

Experience across Workforce Administration, Payroll, and Benefits in partnership with COEs and external vendors.

Strong strategic thinking with the ability to convert vision into practical execution.

Proven results-driven, collaborative, and customer-focused approach.

Ability to influence across a matrixed organization and build effective internal and external partnerships.

Strong decision-making and problem-solving skills with the ability to manage multiple priorities.

Project management expertise with strong organizational skills.

Excellent communication skills, including facilitation and presentation abilities.

Preferred Qualifications

Bachelor’s degree in a relevant field.

Experience managing direct reports.

Experience working in a large, multinational, matrixed organization.

Proficiency in HRIS systems, especially Workday.

If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.

About The Cigna Group

Doing something meaningful starts with a simple decision, a commitment to changing lives. At The Cigna Group, we’re dedicated to improving the health and vitality of those we serve. Through our divisions Cigna Healthcare and Evernorth Health Services, we are committed to enhancing the lives of our clients, customers and patients. Join us in driving growth and improving lives.

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.

The Cigna Group has a tobacco-free policy and reserves the right not to hire tobacco/nicotine users in states where that is legally permissible. Candidates in such states who use tobacco/nicotine will not be considered for employment unless they enter a qualifying smoking cessation program prior to the start of their employment. These states include: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Ohio, Pennsylvania, Texas, Utah, Vermont, and Washington State.

Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances.