Cigna is a global health service company, dedicated to helping the people we serve improve their health, well-being and sense of security. Cigna has almost 40,000 employees who service over 80 million customer relationships around the world. Within its international division, a dedicated unit – headquartered in Belgium – focuses on the needs of International Organisations. This unit is specialised in servicing customers in remote areas as well as central hubs with five service centres in each time zone (Miami, Antwerp, Madrid, Nairobi and Kuala Lumpur) and local representations on every continent. When you work at Cigna, you can count on a different kind of career.
As supervisor you are responsible for a team of approximately 12 employees. Your role will be to:
Motivate individuals and team collectively to achieve agreed work output targets covering productivity, quality and customer/provider satisfaction
Recommend and implement innovative strategies to improve efficiency and provide excellent customer service.
Be proactive in identifying improvement/enhancement opportunities and active in seeking and sharing ideas for innovation in business processes within the Integrated Health Team and other operations; recommend and implement innovative strategies to improve efficiency within the pre-authorisation and care coordination process and provide excellent customer service, including to members, clients, but also health care providers.
Ensure strong employee engagement within the team, including day to day oversight, motivation, conflict management, training, well being and performance.
Ensure appropriate performance management actions are taken.
Proactively address and/or escalate any risks.
Develop/maintain proactive/effective business relationships, both internally and externally to ensure a seamless delivery of service. Actively encourage all team members to do likewise.
Produce, review and interpret reporting and data in line with formats and timescales agreed with management, including trending and enhancement activities with quantification of operational impacts.
Be the key focal point for the implementation of new clients and/or procedures, as well as being a contact for clients/members, including hosting (potential) clients and presenting our services to them.
YOUR PROFILE
Minimum of two years experience in an operational team.
Active language knowledge of at least English; any additional language is a plus.
Experience and/or interest in coaching, managing, developing and motivating individuals.
Experience in complaint management – with a proven track record in improving customer service standards.
A growth mindset 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.
Competency to build a team and create an atmosphere of positive collaboration, innovation and creative solutioning among the team members.
Action-orientated problem-solving skills.
Excellent organisation, planning and prioritisation skills.
Able to seek out best practice in order to effectively deal with diverse, complex and highly sensitive issues.
Personal flexibility and adaptable to change.
Results oriented– ability to define goals, establish plans and manage work to achieve desired outcomes. Creates meaningful business related metrics and tracks progress/results.
Accountability – assumes ownership for achieving personal results and collective goals
