Broker Support Team Leader

2 months ago

Glasgow, Glasgow City, United Kingdom The Cigna Group Full time

Broker Support Team Leader

Location – Glasgow

Reporting to – Global Broker Support Team Manager

Global Individual Health (GIH)

Cigna is a leading global health services provider, dedicated to helping people improve their health, wellbeing and sense of security.

Cigna International's Global Individual Health (GIH) business is a leader in providing international health insurance to expatriates and other globally mobile individuals. With our continuing global expansion an excellent opportunity has arisen within Broker Support for a Team Leader.

Reporting directly to the Broker Support Team Manager, you will assist in leading a team (circa 10 FTE.)

The team are responsible for maintaining Cigna's focus on Multi Channel (Broker) Support and driving Customer Centricity as well as overall efficiency across the various business functions.

The post holder will be responsible for driving and monitoring of all aspects of post-sales support, persistency and service delivery from the team, being accountable for overall quality, quantity and timeliness of work outputs and levels of Broker satisfaction. Key to the role will be the implementation of new methodologies and helping to drive processes and system improvements while ensuring the delivery of industry leading sales and relationship management.

This role will involve deputising for the Broker Support Team Manager and being the key point of contact for the team in their absence. It is expected that the role will also provide a key point of contact for the on site Broker Sales Team if required.

Main Duties / Responsibilities

  • Team Management: Oversee the daily operations of the Glasgow Support team, ensuring all tasks are completed efficiently and effectively. Ensure SLA targets are met, work and coach team member to achieve their SLA targets. Assign daily workloads and monitor case counts, ensuring optimal distribution of tasks among team members. Conduct regular one-on-one check-ins with team members, alongside the Broker Support Manager, to provide coaching and support. Foster a positive and productive work environment, encouraging team collaboration and professional development. Training and Support: Provide ongoing training and development opportunities to team members to enhance their skills and performance. Address any issues or challenges faced by the team promptly and effectively to Broker Support Manager. Act as the primary point of contact for team members, offering guidance and support as needed. Performance Reporting: Monitor and report on the team's performance, preparing weekly and monthly performance reports for the Broker Support Manager. Analyse performance data to identify trends and areas for improvement. Implement strategies to enhance team productivity and service quality.
  • To provide meaningful, accurate reporting and update information in line with formats and timescales agreed with the Broker Support Team Manager.
  • To anticipate potential support problems and escalate accordingly, ensuring remedial action is taken before these become visible to/affect Brokers and customers directly
  • To carry out other adhoc tasks as required to meet business needs

Experience

  • Proven track record of delivering high quality support and service
  • Proven track-record of meeting customer needs within a fast paced service industry.
  • Practical experience within the insurance industry.
  • Experience in documenting and continuously improving processes and procedures.
  • Experience of monitoring and measuring workload
  • Define and deliver initiatives and projects that deliver performance, financial, efficiency or customer centricity enhancements.
  • Proven leadership skills with experience in leading and coaching teams. Strong background in service management, client relationships, and broker relationships. Excellent communication and interpersonal skills. Ability to motivate and inspire a team, fostering a culture of continuous improvement. Strong organizational skills with the ability to manage multiple tasks and priorities effectively.

Skills

  • Excellent oral and written communication skills
  • Leadership skills to motivate and develop others.
  • Sound analytical skills and ability focus on detail
  • Customer-focused and action-orientated.
  • Ability to identify and manage potential problems.
  • Proficient in the use of Spreadsheets, word-processing and associated office IT Skills.
  • Self-motivated with confidence to use own initiative and to innovate.


Competencies

  • Business Acumen
  • Conflict Management
  • Creativity
  • Assessing talent
  • Motivating others
  • Managing & measuring work

About Cigna Healthcare

Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. 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: for support. Do not email for an update on your application or to provide your resume as you will not receive a response.

  • National Support Centre Team Leader

    2 weeks ago

    Glasgow, Glasgow City, United Kingdom Victim Support Scotland Full time

    Victim Support Scotland – Empowering Individuals Affected by Crime. Our organization places victims and witnesses at the forefront of our mission, ensuring they are acknowledged, experience enhanced well-being, and feel secure and informed. We strive to be an effective entity that creates a lasting impact. About Us Victim Support Scotland is...

  • Regional Broker

    3 months ago

    Glasgow, Glasgow City, United Kingdom Idex Consulting Full time

    You'll have heard the word 'troubleshooter' before, I'm sure. By definition, a person whose job is to solve major problems or difficulties that occur in a company. So, if you are the type of person that sees the solutions in the problems rather than the problems in the solutions then this should be right up your street. Working regionally across a network of...

  • National Support Centre Team Leader

    2 weeks ago

    Glasgow, Glasgow City, United Kingdom Victim Support Scotland Full time

    Victim Support Scotland – Empowering Individuals Affected by Crime. Our mission is to place victims and witnesses at the forefront of our operations, ensuring they are acknowledged, experience enhanced well-being, and feel secure and informed. We strive to be an effective organization that creates a lasting impact. About Us Victim Support Scotland...

  • Broker Sales Executive

    2 months ago

    Glasgow, Glasgow City, United Kingdom The Cigna Group Full time

    Broker Sales ExecutiveLocation – Glasgow (Hybrid working model)Competitive salary plus uncapped earningsDo you want to work for a Global company that offer career progression?Are you motivated to work within a target driven role with an opportunity to earn uncapped bonus?Do you have exceptional interpersonal skills with good verbal and written...

  • Sales Executive for Broker Relations

    2 weeks ago

    Glasgow, Glasgow City, United Kingdom The Cigna Group Full time

    Position: Sales Executive for Broker RelationsLocation: Remote with Hybrid OpportunitiesCompensation: Competitive salary with unlimited earning potentialAre you eager to join a leading global organization that prioritizes career advancement?Do you possess a strong drive to excel in a results-oriented environment with the chance to earn significant...

  • Technical Support Team Leader

    2 weeks ago

    Glasgow, Glasgow City, United Kingdom CBW Staffing Solutions Ltd Full time

    Position OverviewTechnical Support Team LeaderCBW Staffing Solutions Ltd is seeking a dedicated Technical Support Team Leader to oversee the performance of our service desk operations. This role is pivotal in ensuring that our clients receive exceptional support and that service levels are maintained effectively.The ideal candidate will:Lead and motivate the...

  • Commercial Broker

    2 months ago

    Glasgow, Glasgow City, United Kingdom Idex Full time

    You are a Commercial insurance professional, ready to develop your own career and build on your skills in dealing with clients.As the insurance market in Scotland goes from strength to strength many independent broking firms have exciting plans about growing and diversifying meaning career paths will finally match the ambition of the people in the industry....

  • Insurance Broker Manager

    3 days ago

    Glasgow, Glasgow City, United Kingdom Aon Full time

    Commercial Insurance Broker PositionWe are seeking an experienced UK commercial insurance professional with in-depth knowledge of core business classes and the carrier marketplace. As a skilled communicator, negotiator, and influencer, you will collaborate with Client Service teams and clients to understand risks and outcomes.About AonAon is a global...

  • Senior Team Leader for Application Support

    2 weeks ago

    Glasgow, Glasgow City, United Kingdom Evelyn Partners Full time

    Job OverviewThe Lead Application Support Specialist is tasked with steering the operational efficiency of the Level 2 support team dedicated to our Wealth Management systems and clientele. This position requires close collaboration with business partners and external platform providers to ensure effective ticket resolution and management. The Team Leader...

  • Team Leader

    2 weeks ago

    Glasgow, Glasgow City, United Kingdom Glendola Full time

    ABOUT THE ESTABLISHMENT EMBARK ON A NEW JOURNEY WITH A SCOTTISH BEER LEGACY AT SHILLING BREWING COMPANY Our innovative Brew Pub is crafting the next chapter in the narrative of Scottish beer. We brew a diverse selection of our signature beers, from Unicorn IPA to Black Star Teleporter, allowing our patrons to savor and explore them directly from our...

  • Cinnabon Team Leader

    2 weeks ago

    Glasgow, Glasgow City, United Kingdom EG Group Full time

    Position: Cinnabon Team LeaderLocation: Renfrew, G51 4BNEmployment Type: Part-Time / Full-Time Opportunities Available / PermanentCompensation: £12.25 per hourIncentive Program: Quarterly Bonus StructureEmployer: EG GroupWe are seeking a committed Team Leader who can guide, motivate, and inspire a team to join our friendly Cinnabon bakery outlet. Our bakery...

  • Team Leader

    3 days ago

    Glasgow, Glasgow City, United Kingdom Aramark Full time

    About the RoleWe are seeking a highly motivated and experienced Team Leader to join our team at Aramark UK. As a Team Leader, you will be responsible for leading a team of hospitality professionals in delivering exceptional customer service and ensuring the smooth operation of our café.Key ResponsibilitiesCatering and Customer Service: Ensure the café is...

  • Team Leader

    2 weeks ago

    Glasgow, Glasgow City, United Kingdom Foot Locker Full time

    OverviewAs a Team Leader, you will play a pivotal role in fostering a culture of excellence within our store. Your passion for mentoring and guiding your team will be essential in enhancing the overall Customer Experience. You will oversee various aspects of store operations, including training, employee engagement, visual merchandising, and safeguarding...

  • Team Leader

    2 weeks ago

    Glasgow, Glasgow City, United Kingdom Foot Locker Full time

    OverviewAt Foot Locker, we believe in creating an environment where our team thrives. As a Team Leader, you will play a pivotal role in mentoring and guiding your colleagues to enhance their skills in delivering an outstanding in-store Customer Experience. Your leadership will encompass various aspects of the Customer Experience, including store operations,...

  • Breakfast Team Leader

    1 month ago

    Glasgow, Glasgow City, United Kingdom voco™ Hotels Full time

    Breakfast Team Leader (32 hours) - Glasgowvoco Grand Central Hotel are looking for our next Breakfast Team Leader (32 hours) to join us in creating a warm voco welcome for our guests Our locally curated voco Grand Central stands strong in Glasgow's city centre, bringing together un-stuffy service and a warm Glasgow welcome to our business and leisure guests...

  • Sales Team Leader

    2 weeks ago

    Glasgow, Glasgow City, United Kingdom Reel Recruit Full time

    Sales Team LeaderLocation: GlasgowReel Recruit is on the lookout for a Sales Team Leader for a cutting-edge AI technology firm located in Glasgow. This position is ideal for a sales expert with robust leadership skills who is eager to guide a team while also engaging in direct sales efforts. A background in recruitment or substantial sales experience is...

  • Sales Team Leader

    2 weeks ago

    Glasgow, Glasgow City, United Kingdom Reel Recruit Full time

    Sales Team LeaderLocation: GlasgowReel Recruit is on the lookout for a Sales Team Leader for a cutting-edge AI technology firm located in Glasgow. This position is ideal for a sales expert with robust leadership abilities, eager to guide a team while also engaging in direct sales initiatives. A background in recruitment or substantial sales experience is...

  • Breakfast Team Leader

    1 month ago

    Glasgow, Glasgow City, United Kingdom IHG - Voco Grand Central Glasgow Full time

    voco Grand Central Hotel are looking for our next Breakfast Team Leader (32 hours) to join us in creating a warm voco welcome for our guestsOur locally curated voco Grand Central stands strong in Glasgow's city centre, bringing together un-stuffy service and a warm Glasgow welcome to our business and leisure guests alike. Holding the biggest ballroom in...

  • Operations Team Leader

    2 weeks ago

    Glasgow, Glasgow City, United Kingdom Tenpin Full time

    Join Our Team at TenpinWe are seeking motivated individuals to become part of our vibrant team at Tenpin. If you are passionate about providing enjoyable experiences and outstanding customer service, this position is ideal for you.Position Overview:Oversee the daily functions of the entertainment venueGuide a team to ensure top-notch customer satisfaction...

  • Culinary Team Leader

    2 weeks ago

    Glasgow, Glasgow City, United Kingdom Village The Hotel Club Full time

    Position Overview: As a Culinary Team Leader at Village Hotel Club, we are seeking enthusiastic and dedicated individuals to play a crucial role in crafting delectable dishes for our guests across various dining venues within our Food & Beverage operations. Career Development: If you aspire to advance your culinary career, we are committed to supporting your...