Job Description

As a senior supervisor you're stepping into a management role where you'd be responsible for Communications and Contact Center teams in different sites, supported by supervisors. Key to the role is proactive management of global and client KPI commitments and to maximize team performance through developing and coaching the team in order to deliver a high quality and customer centric service offering. You'll contribute to our overall operations strategy, identifying opportunities to enhance the service proposition and improve the efficiencies and productivity of your teams. You'll report to the Head of Coms & LPS IOH.

Your role includes but is not limited to:

• Contribute to achieve departmental and company-wide goals and business plans.
• Be a role model for a high performance culture and proactively manage performance in the team by taking appropriate actions.
• Ensure strong employee engagement within the team, including motivation, conflict management, training, well-being and performance by providing coaching and skill development in collaboration with the Customer Service Management Team.
• Embrace and promote change with a positive can-do attitude.
• Being proactive in identifying improvement/enhancement opportunities based on data insights and be active in seeking and sharing ideas for innovation in business processes.
• Being responsible for complete and correct capacity planning, keeping an oversight of required staff levels. Proactively address and escalate any risks.
• Having quarterly check-in conversations and regular 121's with all direct reports.
• Promote a culture of continuous improvement and be fully responsible for the implementation of new ways of working and the measurement of the results in alignment with the broader Customer Service Strategy and in coordination with the management team
• Use independent judgement and discretion to review and resolve complex issues.
• Developing/maintaining proactive/effective business relationships, both internally and externally to ensure a seamless delivery of service. Actively encourage all team members to do likewise.
• Represent the Organization during client visits, absences, stakeholder meetings, or act as a relationship person towards some our strategic partners.
• Travel may be required to visit your teams in different sites.

YOUR PROFILE

• Strong performance track record of achieving KPIs
• International mind-set, with holistic approach. Able to work remotely with peers across locations.
• Striving for excellent service to our members, clients and providers is part of your DNA.
• At least 2 years of experience as a Team Supervisor/ Team Manager in back office teams or relevant leadership experiences in other functions/companies
• Experiences in and passion for coaching, managing, developing and motivating individuals and the team.
• Experiences in complaint management - with a proven track record in improving customer service standards
• Strong presentation skills, and knowledge of Windows Office tools like Word, Outlook, Excel, PowerPoint etc.
• Strong data analysis skills
• A growth mind-set with a positive attitude towards change and the ability to play an active role in implementing change initiatives.
• Excellent interpersonal skills: strong empathy and listening skills, strong articulation and communications skills
• Competency to build a team and create an atmosphere of positive collaboration, innovation and creative solutions among the team members
• Action-oriented problem-solving attitude
• Excellent organization, planning and prioritization skills
• Able to seek out best practice in order to effectively deal with diverse, complex and highly sensitive issues
• Results orientated - ability to cascade and explain goals, establish plans and manage work to achieve desired outcomes. Create meaningful business related metrics and track progress/results
• Accountability - assume ownership for achieving personal results and collective team goals
• High resilience to work under pressure

INTERESTED?

If you are interested in this position, please apply online.

Please ensure you meet all of the necessary criteria set out in the Recruitment policy and have gained your manager's approval before applying.

About Cigna

Cigna Corporation exists to improve lives. We are a global health service company dedicated to improving the health, well-being and peace of mind of those we serve. Together, with colleagues around the world, we aspire to transform health services, making them more affordable and accessible to millions. Through our unmatched expertise, bold action, fresh ideas and an unwavering commitment to patient-centered care, we are a force of health services innovation. When you work with us, or one of our subsidiaries, you'll enjoy meaningful career experiences that enrich people's lives. What difference will you make?