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Broker Support Team Leader
2 months ago
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.
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