Claims Senior Supervisor (SSV)

Location: Cigna, Bangalore

The Position: 

GHB EU Admin & Member claim department have staff across 3 main locations: Scotland, Nairobi and Bangalore.

This role is to manage Supervisors along with their teams across the Bangalore and Nairobi office, as this role is 1 of 2 Senior Supervisors you will be working closely with an already established Senior Supervisor based in Greenock, Scotland.

Your role will be broader than the day-to-day management of the operations – your agile, customer centric mind-set will ensure you contribute to our overall operations strategy, identifying opportunities to enhance the service proposition and to improve the efficiencies and productivity of your teams.

Your role will report to the Head of GHB EU Admin & Member Claims.

Main Duties/Responsibilities of your Role:

Motivate individuals and team collectively to achieve agreed productivity, turn-around-time, quality and customer satisfaction targetsCreate an environment that encourages and delivers success – you must have the ability to inspire your team whilst developing your team members to the next levelBuild a strong partnership and collaborate closely with stakeholdersBring the Client to our teamsEnsure appropriate performance management action, timely recruitment and effective succession planning is in placeContribute to change and innovation and be pro-active in identifying opportunities for improvement within the team and within Claims & Admin processesUse data insights to challenge day-to-day operations, and build a continuous improvement mind setManage effective capacity plans, keeping oversight of staff level requirements. Proactively address and escalate any risksCapacity Plan involvement is critical along with contribution and executionProduce meaningful, accurate management reports and statistical information in line with formats and timescales agreed with management, including trending and enhancement activities to quantify operational impactsManage the implementation of projects linked to GHB EU Claims & Admin with the support of subject matter expertsDevelop and maintain proactive business relationships, both internally and externally to ensure a seamless delivery of serviceInteract with the senior management to adapt your processes to meet evolving objectivesUse independent judgement and discretion to review and resolve complex issuesContribute to achieving departmental and company-wide goals, business plans and strategiesInstrumental in Employee Engagement and a ‘one team’ approach

Your Profile

Minimum of three years’ experience leading large operations teams or other relevant experience in a Customer Operations functionExperience with systems like Octopus, Salesforce, Knowledge ExchangeFinancial services or insurance experience is a plusActive language knowledge of at least EnglishExperience in coaching, managing, developing and motivating individualsProven data analytics skills (advanced Excel, Qlikview ...)Clear experience in driving a team to achieve excellent customer service resultsExperience of leading and implementing changeExcellent inter-personal skillsNegotiation and influencing skillsAction-orientated problem-solving skills / process improvementExcellent organisation, planning and prioritisation skillsStrong communication skills: demonstrating drive and enthusiasmDemonstrating flexibility and adaptability to changeResult-oriented, able to mobilise the team to achieve key objectivesAccountability – assumes ownership for achieving personal results and collective goalsCustomer orientated

Key Competencies

 Manage ambiguity Balances stakeholdersOrganizational SavyDrives EngagementBuild effective teamsTech savvyGlobal perspectiveData driven

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.