IOH Customer Service Supervisor (KL) - Cigna Healthcare

What does Cigna do?

We started over 200 years ago and we continued to innovate and expand ever since. Cigna Corporation is a global health service company dedicated to improving the health, well-being, and peace of mind of those we serve.

We deliver choice, predictability, affordability and access to quality care through connected, personalized solutions that advance whole person health, both in body and mind.

With more than 170 million customer and patient relationships in more than 30 countries and jurisdictions, we are able to harness actionable insights that drive better health care results.

Our global workforce of more than 74,000 employees are dedicated to living our mission and being champions of our customers and communities each and every day.

Cigna provides employee benefits around the world, amongst which health insurance services and life & protection solutions (LPS) like life & disability plans. We’re passionate about helping people improve their health, well-being, and peace of mind.

Cigna Europe has more than 60 years of experience in designing, implementing and managing international group health insurance and employee benefits programmes for domestic and international recruited staff from European corporations, International Organisations (IGO & NGO) and governments. We also provide healthcare for globally mobile individuals. To support its European and Global Segments customers, Cigna Europe has dedicated offices in the United Kingdom, Belgium, Spain, Kenya, Dubai, the United States and Malaysia. Over the years, we have acquired an in-depth understanding of the daily challenges faced by domestic and international organisations, and their staff members in managing their health and wellbeing.

We’re people-people. We are a human organization, where people come first. Whether it’s our customers, patients, clients, or colleagues, we aim to improve the health, well-being and peace of mind of everyone we can reach

What makes Cigna different from other employers?

We go further than just paying insurance claims. Solid customer relationships are our main goal. We also strongly believe in business ethics and continually strive to be cleaner, greener, and respectful of all.

We owe our success to the talent and dedication of our team. They’re the ones who make a difference in our customers’ lives. So we know that it’s important to go the extra mile for our employees. We make sure they have a good work-life balance and we offer many initiatives for health and well-being.

What are your main responsibilities?

As a supervisor you will manage a team of Customer Service Representatives. 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.

Your role includes but is not limited to:

Accountable to review, assess and predict inventory levels, call-inflow coordinating daily allocations and planning ahead to optimize staffing levels and to maximize operational results.

Accountable to ensure that your team delivers the expected productivity, quality and customer satisfaction scores both on an individual and on a group level

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 day to day oversight, 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 a with positive can-do attitude

Recommend and implement innovative strategies to improve efficiency and provide excellent customer service

Being proactive in identifying improvement/enhancement opportunities and be active in seeking and sharing ideas for innovation in business processes.

Being responsible for follow-up of capacity planning and absences in close cooperation with HR

Having quarterly check-in conversations with all team members and regular 1:1s

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

Taking ownership of escalations and provide updates to the Senior Supervisor on any issues where appropriate.

Proactively address and/or escalate any operational risks to the Senior Supervisor

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.

Do regular internal auditing for your team members depending on their necessity for feedback and improvements.

What skills do you need?

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 within IOH Comm & COCE, with a strong understanding of customer communication processes, operational workflows, and service delivery

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 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, 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-orientated 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

You will love this job if you…

Love to work with people

Like to take responsibility and come up with ideas to engage and develop employees

Handle files in a structured and organized way

See the importance of handling confidential information discretely

Like to actively interact with colleagues of different departments and in different locations

Cigna can offer you…

A challenging job in an international and diverse context

‘Happy You’: health and wellbeing initiatives, flexible hours, home working opportunities

A dynamic international team with a manager who will make sure that you get the required training and who will provide coaching and support to help you grow

An attractive salary and extra-legal benefits

INTERESTED?

If you are interested in this position, please visit our website.

About The Cigna Group

Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. Join us in driving growth and improving lives.