Gih Customer Operations Senior Supervisor

6 months ago

Greenock, United Kingdom The Cigna Group Full time

Cigna is one of the largest International Medical Insurers worldwide and can trace its roots back over 200 years. We are looking for a highly motivated, focused individual to join our rapidly expanding team. You will have the opportunity to work for a forward thinking and progressive organisation, within a dynamic team environment where there are tangible progression opportunities.

Cigna International’s Global Individual Health business is a leader in providing international health insurance to expatriates and other globally mobile individuals.

**The Position;**

You will drive and inspire your wider team to have a laser focus on supporting our customers - as well as delivering excellence through achievement of your KPI’s, your influence will also ensure that you drive a ‘Customer First’ culture.

Reporting to the Head of Customer and Operational Integrity the role will have line management responsibility for the claims and customer service functions locally for the Global Individual Health business. The operations senior supervisor will be a key member of the global operations management team across multiple locations sharing best practise, insights and collaborating to a drive 5-star customer service experience.
- Motivate individuals and teams collectively to achieve KPI’s relating to productivity, turn-around-time, quality and client & customer satisfaction.
- Create an environment that encourages and delivers success - you must have the ability to inspire your team whilst developing your team members to the next level.
- Ensure appropriate performance management action, timely recruitment and effective succession planning is in place.
- Contribute to change and innovation and be pro-active in identifying opportunities for improvement within the team and within wider service delivery.
- Instill a customer first mindset in all that we do.
- Use data insights to challenge day-to-day operations and build a continuous improvement approach to delivering success.
- Manage effective capacity plans, keeping oversight of staff level requirements. Proactively address and escalate any risks.
- Produce meaningful, accurate management reports and statistical information in line with formats and timescales, including trending and enhancement activities with quantification of operational impacts.
- Develop/maintain proactive business relationships, both internally and externally to ensure a seamless delivery of service.
- Be a focal point for our client & client management teams.

**YOUR PROFILE**
- Minimum of three years prior management experience or other relevant experience in a customer facing environment
- Financial services or Insurance experience is a plus
- Highly competent language knowledge of at least English (additional languages are a plus)
- Experience in coaching, managing, developing and motivating individuals
- Proven data analytics skills (advanced Excel, Qlikview, Tableau...)
- Clear experience in driving a team to achieve excellent operational results.
- Experience of leading and implementing change
- Excellent inter-personal skills
- Negotiation and influencing skills
- Action-orientated problem-solving skills / process improvement
- Excellent organization, planning and prioritization skills
- Strong communication skills: demonstrating drive and enthusiasm
- Demonstrating flexibility and adaptability to change
- Result-oriented, able to mobilise the team to achieve key objectives
- Accountability - assumes ownership for achieving personal results and collective goals
- Customer oriented
- Management of third party outsource relationships (BPO’s) would be advantageous

**KEY COMPETENCIES**
- Manage ambiguity
- Balance stakeholder needs and demands
- Metric and performance driven
- Organizationally savvy
- Drive people engagement & loyalty
- Build effective teams
- Tech savvy
- Global perspective
- Data driven
- Strategic capabilities

**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._

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