As a Care Team Senior Supervisor, you will be managing a team based in KL, Nairobi and Madrid. You will be responsible to motivate your own teams to ensure production levels and targets are achieved, to ensure effective processing controls are in place across locations, as well as championing efforts that achieve the highest possible levels of provider experience and satisfaction that enable the company to meet its growth and profit objectives.

Your role will be broader than the day-to-day management of the team – your agile, provider centric mindset will ensure that you contribute to our overall provider operations strategy, identifying opportunities to enhance the service proposition and to improve the efficiencies and productivity of your teams. Your role will report into the Care Senior Manager based in Madrid.

Your role will be to: 

• Responsible to lead dedicated care teams across the globe in and efficient and effective way.
• Build and bring alive a true culture of provider centricity.
• Responsible to meet operational KPI’s within the team in terms of production, quality, TAT, amongst others, and bring those alive across the team to deliver on those.
• Analysing support workflows and making suggestions to improve efficiency and effectiveness and be active in seeking and sharing ideas for innovation in business processes.
• Managing schedules of team members according to customer/provider demand and any service levels agreements.
• Assess the capacity planning for your segments as well as following up on absences and coverage strategies to secure business continuity.
• Taking part in forecasting and budgeting for customer service and tracking the actual performance against plan.
• Produce meaningful, accurate management reports and statistical information in line with formats and timescales agreed with management, including trending and enhancement activities to quantify operational impacts.
• Regular contact with Client Management, Service Ops, Clinical and other Cigna internal stakeholders within your remit.
• Identifying and acting to remove obstacles to delivering consistently high levels of services.
• Assisting and contributing with the design and rollout of new operational excellence projects.
• Ensure strong employee engagement within the team, including day to day oversight, motivation, conflict management, training, wellbeing, and performance by providing coaching and skill development in collaboration with the other Care Team management and PSO Management Team
• Working closely with senior management to help customer/ provider service deliver on their components of overall company goals and objectives.
• Be a focal point for the PSO leads as well as other internal stakeholders.
• Leading and supporting your teams through required changes.
• International travel on quarterly basis might be required.

Your profile

• Minimum 2 years’ experience leading operational teams within the company or outside.
• International mind-set, with holistic and able to work remotely with colleagues and direct reports across locations.
• Striving for excellent service to our members, clients, and providers.
• Experience in and passion for coaching, managing, developing, and motivating individuals and the team.
• Experience in change and process improvement management – with a proven track record in improving customer service standards.
• Experience managing offshore teams.
• Strong presentation skills, and knowledge of Window Office tools like Word, Outlook, Excel, Powerpoint.
• A growth mindset with a positive attitude towards change and the ability to play an active role in implementing change initiatives.
• Competency to build a team and create an atmosphere of positive collaboration, innovation and creative solutioning among the team members.
• Proven data analytics skills (advanced Excel, Qlikview, Tableau …).
• Results orientated – ability to cascade and explain goals, establish plans and manage work to achieve desired outcomes.
• Accountability – assumes ownership for achieving personal results and collective goals.
• Strong communication skills: demonstrating drive and enthusiasm. High level of English is a requirement.

Key Competenties

• Manage ambiguity
• Balances stakeholders
• Organizational Savy
• Drives Engagement
• Build effective teams
• Tech savvy
• Global perspective
• Data driven

What we offer?

• Type of Contract: Permanent.
• Multicultural working environment: A diverse job in an international context with impressive clients.
• Hybrid working: Enjoy working from the comfort of your home 3 days per week and 2 days from our Madrid office. Cigna’s “Happy You”: health and wellbeing initiatives, flexible work hours, home working opportunities.
• Flexible starting hour: Official Schedule Monday to Friday 9.00 to 17.00 but with flexibility. Our shifts are from 7:00 to 9:30, with the possibility to choose the time that suits you best.
• A wide range of social benefits (such as: healthcare insurance, pharmacy insurance, dental insurance, vision insurance, life insurance, shuttle bus and so on) and attractive salary packages.