Job Information
The Cigna Group Senior Supervisor - Admin in Nairobi, Kenya
Cigna is one of the world’s leading providers of health care, expatriate employee benefits, life, accidental and supplemental health insurance. Headquartered in the US and listed in NYSE, the Company operates in countries across the Americas, Europe, Africa and Asia Pacific.
Cigna Europe and Global Segments is an integral part of Cigna's growing international businesses. Product types include: Medical, Dental, Vision, Life, AD&D, Disability, Travel, etc. are sold to groups and individuals. More than 3000 employees are operating for Cigna Europe and Global Segments.
For our Nairobi operations we are looking for a senior supervisor
YOUR JOB
As a senior supervisor you will take up a management position with both local and international teams reporting into you. In Nairobi, you will have a local team of around 30-40 FTE’s with at least 1 supervisor and 1 subject matter expert reporting into you. This local responsibility will be extended with the responsibility of at least 1 more international team, where the local supervisors and subject matter experts will report into you as well. Your role will be crucial to make these teams work as 1 organization and be an active leader, either by leading on the floor, either by directing your international teams through your digital leadership. Within your role, you will report into one of our Operations Managers.
Your role will be to:
Motivate individuals and team collectively to achieve agreed work output targets covering productivity, turn-around-time, quality and client & customer satisfaction
Create a strong employee engagement, inspire your team and grow 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 Customer Services.
Drive customer centric service in all aspects, contribute to improve the customer experience
Use data insights to challenge day-to-day operations, and build a continuous improvement mindset
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 agreed with the Management, including trending and enhancement activities with quantification of operational impacts.
Manage the implementation of new contracts with the support of the Subject matter experts
Develop/maintain proactive business relationships, both internally and externally to ensure a seamless delivery of service.
Be a focal point towards the Client management team, as well as the clients
You interact with the senior management to adapt your processes to meet evolving objectives
Use independent judgement and discretion to review and resolve complex issues.
Contribute in achieving departmental and company-wide goals and business plans.
YOUR PROFILE
Minimum of 5 years prior Team management experience or other relevant experience in OPS.
Financial services or Insurance experience is a plus
Active 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 ...)
Experience of Kofax is an advantage
Clear experience in driving a team to achieve excellent customer service results
Experience of leading and implementing change
Excellent inter-personal skills
Negotiation and influencing skills
Action-orientated problem-solving skills / process improvement
Excellent organisation, planning and prioritisation 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
KEY COMPETENTIES
Manage ambiguity
Balances stakeholders
Organizational Savy
Drives Engagement
Build effective teams
Tech savvy
Global perspective
Data driven
About Cigna
Cigna Corporation (NYSE: CI) is a global health service company dedicated to improving the health, well-being and peace of mind of those we serve. We offer an integrated suite of health services through Cigna, Express Scripts, and our affiliates including medical, dental, behavioral health, pharmacy, vision, supplemental benefits, and other related products. Together, with our 74,000 employees worldwide, 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 Cigna, you’ll enjoy meaningful career experiences that enrich people’s lives while working together to make the world a healthier place. What difference will you make? To see our culture in action, search #TeamCigna on Instagram.
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: SeeYourselfEMEA@cigna.com for support. Do not email SeeYourselfEMEA@cigna.com for an update on your application or to provide your resume as you will not receive a response.