# Back Office Operations Senior Analyst (Band 2)

**Company**: Cigna Healthcare
**Location**: Bengaluru, India
**Experience**: senior
**Job type**: full-time
**Category**: Operations
**Industry**: Healthcare

**Apply**: https://cigna.wd5.myworkdayjobs.com/en-US/cignacareers/job/Bengaluru-India/Claims-Senior-Representative_26008080?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_8ed8284b-5cf

## Description

As a Back Office Operations Senior Analyst (Band 2), you will play a critical role in delivering accurate, timely, and high-quality operational processing across your function.

You will handle higher-complexity cases, support workflow management, provide guidance to colleagues, and help drive quality, accuracy, and operational consistency.

**Key Responsibilities**

**Operational Processing & Complex Case Handling**

- Complete both standard and higher-complexity back-office tasks in line with SOPs and business rules.

- Independently handle exceptions, unclear scenarios, and non-routine cases within defined authority limits.

- Review, investigate, and resolve aged, escalated, or priority cases.

- Ensure all system updates, documentation, and case notes are accurate, complete, and audit-ready.

**Quality, Accuracy & Compliance**

- Conduct peer reviews and quality checks as assigned by team leads or supervisors.

- Identify and flag risk, recurring errors, procedural gaps, or accuracy risks and escalate promptly.

- Support compliance by maintaining strict adherence to regulatory requirements, audit, and data-protection requirements.

- Promote high-quality processing through consistent modelling of best-practice standards.

**Process Adherence & Continuous Improvement**

- Interpret SOPs in complex or ambiguous situations and support colleagues in understanding them.

- Provide actionable feedback on recurring issues, process inefficiencies, or unclear guidance.

- Contribute to process improvement initiatives, working with SMEs or leads to refine workflows.

- Assist in maintaining and updating reference materials.

**Coaching & Knowledge Sharing**

- Provide informal coaching to Band 1 analysts and support knowledge transfer.

- Assist with onboarding and skill-building for new hires, demonstrating systems and workflows.

- Act as a reliable point of contact for day-to-day operational questions.

- Foster a collaborative environment by supporting peers and sharing effective practices.

**Cross Team Collaboration**

- Work collaboratively with peers, supervisors, and support teams when operational issues arise.

- Escalate cases appropriately and assist with root cause understanding.

- Collaborate across regions to support consistent delivery and knowledge sharing.

**Workflow, Data & Reporting Support**

- Help monitor workflow queues, ensuring prioritised handling of critical cases.

- Review operational data for trends, discrepancies, or recurring issues and highlight insights to leaders.

- Ensure accurate data entry and case categorisation to support high-quality reporting.

- Provide input into operational dashboards or summaries when required.

**Service & Risk Awareness**

- Anticipate downstream impacts of processing decisions and ensure smooth end-to-end operations.

- Escalate potential customer-impacting or compliance risks promptly.

- Support a culture of operational discipline, accuracy, and proactive problem-solving.

**Your Profile**

- 1–2+ years of experience in a back-office operations environment.

- Strong understanding of operational workflows, SOPs, and system navigation.

- Demonstrated ability to manage complex or escalated cases independently.

- High attention to detail with consistent accuracy and reliability.

- Ability to support and guide colleagues with process knowledge and practical insights.

- Good analytical skills with the ability to interpret data and identify patterns or issues.

- Strong written and verbal communication skills.

- Customer-focused mindset with awareness of how back-office work impacts customer experience.

- Adaptable, proactive, and comfortable navigating change or shifting priorities.

- Fluent in English; additional languages beneficial.

## Skills

### Required
- operational workflows
- SOPs
- system navigation
- analytical skills
- communication skills
- problem-solving

### Nice to have
- additional languages

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Source: [Apply at cigna.wd5.myworkdayjobs.com](https://cigna.wd5.myworkdayjobs.com/en-US/cignacareers/job/Bengaluru-India/Claims-Senior-Representative_26008080?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)