Scrum Master (Digital) at Cigna Global Health Benefits (2025-10 – Present)
Key Achievement: Turned around an off-track Mobile App team after assuming the Scrum Master role, leading delivery from recovery through to successful production deployment within 3 months and launching the app on schedule for the KSA region
- Led Agile delivery for the Digital team, facilitating Scrum ceremonies and fostering collaboration across Development, QA, Product Ownership, and Business Analysis.
- Managed delivery plans, risks, dependencies, and stakeholder communications, enabling coordinated end-to-end delivery across business and technology teams.
- Removed delivery impediments and escalated blockers promptly, helping the team maintain momentum and meet sprint commitments.
- Partnered with the Product Owner to maintain a prioritised, delivery-ready backlog with clear user stories, acceptance criteria, and sprint goals.
- Facilitated retrospectives and continuous-improvement actions, ensuring agreed changes were owned, monitored, and embedded in subsequent sprints.
- Coordinated release readiness across business and technology teams, aligning testing, security, approvals, and deployment activities for successful production releases.
Senior Business Analyst at Cigna Global Health Benefits (2023-05 – 2025-10)
Key Achievement: Drove the on-time delivery of the organisation’s #1 global priority programme by leading Senior Business Analyst activities across multiple workstreams, including Oracle Fusion implementation and Integrations solutions, enabling the successful rollout of an integrated ecosystem across the KSA region
- Directed end-to-end business analysis for the Oracle Fusion Finance workstream across Saudi Arabia and the UAE, translating stakeholder requirements into an agreed delivery scope for a regional finance implementation.
- Managed the integrations workstream, coordinating data mapping, system integration, and vendor engagement to support seamless cross-platform delivery.
- Facilitated workshops across Finance, Operations, Technology, and regional teams to elicit, validate, and prioritise complex business and system requirements.
- Mapped current- and future-state finance processes, identifying gaps, control requirements, and opportunities to standardise regional ways of working.
- Produced detailed requirements, process flows, data mappings, user stories, and acceptance criteria, providing clear traceability from business need through to delivered solution.
- Coordinated system, integration, and user acceptance testing, supporting test preparation, defect triage, resolution tracking, and business sign-off.
Project Manager/Senior Business Analyst (Hybrid) at Cigna Global Health Benefits (2019-05 – 2023-05)
Key Achievement: Delivered Year 1 cost savings of $525K, projected to reach $2.6 million by Year 5, by strategically migrating claims from manual cheque processing to electronic ACH payments and eliminating associated processing fees. Streamlined the user experience and reduced transaction costs by identifying and resolving a system limitation, enabling users to switch seamlessly from RCH to ACH payment methods.
- Led and delivered multiple projects across four APAC markets, Hong Kong, Singapore, Thailand, and Australia, coordinating regional delivery within a complex healthcare insurance environment.
- Aligned cross-functional business and technology stakeholders across four markets, strengthening regional collaboration and supporting successful project outcomes.
- Drove process improvement initiatives across regional operations, streamlining workflows to improve operational efficiency and service delivery.
- Owned the APAC product backlog for a client-facing digital application, defining user stories, prioritising work in Azure DevOps, and supporting PI Planning to align delivery with regional needs.
Operations Project Advisor at Cigna Global Health Benefits (2014-01 – 2019-05)
Key Achievement: Led a time-and-motion study to evaluate workflow inefficiencies within a 6-person billing team managing 500 corporate client accounts Designed and deployed an automated mail merge system that cut monthly manual email processing down to minutes, successfully reallocating 1 FTE worth of capacity back to core projects
- Provided operations subject-matter expertise across the project portfolio, advising the Operations Director and project teams on policy administration, eligibility, billing, and collections requirements.
- Drove automation and process redesign across eligibility and billing teams, reducing reliance on manual workflows and supporting scalable operations.
- Delivered policy administration enhancements and upgraded system features, increasing operational capability to support continued business growth.
- Gathered and documented operational requirements, process flows, business rules, and acceptance criteria, ensuring solutions reflected frontline needs and regulatory controls.
- Coordinated operational testing and business validation, supporting test preparation, defect resolution, user acceptance, and implementation readiness.
- Supported change implementation by developing procedures, guidance, and communications that helped operational teams adopt new systems and processes effectively.
Client Services Team Manager at Cigna Global Health Benefits (2006-06 – 2012-10)
Key Achievement: Enabled the successful onboarding of high-value clients representing multi-billion-dollar portfolios by delivering key requirements across Billing and Finance workstreams, supporting accurate operational setup and seamless integration into the business
- Managed Client Services operations across four regions, the UK, Spain, Asia Pacific, and the Middle East, with accountability for policy administration, invoicing, credit control, commissions, and month-end finance reporting.
- Led and developed a 13-person team comprising 12 staff and one Team Leader, strengthening performance through coaching, development planning, and day-to-day leadership.
- Partnered with Finance leadership on premium collection and aged-debt management, improving focus on account reconciliation and supporting key client relationships.
- Collaborated with IT as an operations SME to deliver process automation and operational improvements, streamlining service delivery across core functions.
Premium Billing Senior Analyst at Cigna Global Health Benefits (2002-06 – 2006-06)
Key Achievement: Accelerated broker commission statement delivery timelines by 80% by transitioning a manual, paper-based printing and postage system into a secure automated email workflow. Reduced monthly processing and transit times from 5 days to same-day delivery for a network of over 100 brokers, significantly improving external stakeholder satisfaction
- Coordinated daily team operations across six core functions, policy administration, invoicing, credit control, commissions, cash allocation, and broker management, balancing workload and capacity to maintain service delivery.
- Managed a portfolio of 25 corporate clients, resolving complex queries and escalations while maintaining responsive account support and service standards.
- Supported team leadership through coaching, performance feedback, and contributions to one-to-one reviews, reinforcing individual development and team capability.
- Implemented process improvements that reduced manual effort, streamlined workflows, and increased operational capacity to support business growth.
Premium Billing Analyst at Cigna Global Health Benefits (1999-05 – 2002-06)
Key Achievement: Reduced turnaround time by 0.5 days by addressing the inefficient recirculation and review of six-page client New Business and Renewal documents; designed and implemented a concise one-page change summary that enabled users to identify document revisions quickly
- Managed a portfolio of 50 corporate clients, delivering responsive account support and sustaining strong client relationships across global healthcare insurance accounts.
- Prepared accurate, timely invoices for global expatriate clients, supporting billing accuracy, account control, and service excellence.
- Controlled cash allocation and credit control activities, strengthening account reconciliation and supporting effective debt management.
- Resolved broker commission queries and coordinated timely commission processing and payment, supporting accurate account administration.
Eligibility Analyst at Cigna Global Health Benefits (1998-05 – 1999-05)
Key Achievement: Reduced data entry processing time by 20% by designing and building a centralised MS Excel database to house all client ID’s and product/plan codes Eliminated a legacy reliance on physical hardcopy files, streamlining the eligibility workflow for 200+ active clients
- Processed member enrolments, amendments, and terminations for the UK healthcare business, maintaining accurate records and compliance with service standards.
- Produced membership reports and completed client membership audits, supporting data integrity, compliance, and accurate policy administration.
- Maintained data quality and operational accuracy across core eligibility processes, supporting reliable member records and service delivery.
