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Senior Supervisor

1 month ago

Nairobi, Nairobi Area, Kenya The Cigna Group Full time

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: 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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