Customer Service Supervisor (GHB EU) - Nairobi

 JOB DESCRIPTION SUMMARY 

As a Customer Service Supervisor, you will manage a team of Customer Service Representatives in Kenya. Key to the role will be developing and coaching the team to deliver a high-quality customer centric service offering.

ABOUT US: 

Cigna healthcare is a global health service company with roots in the US, serving more than 180 million customers and patients throughout the world. We deliver quality health care through choice, predictability, affordability and through integrated capabilities and connected, personalized solutions that advance whole person health.

Cigna’s mission is to help our customers improve their health, well-being and sense of security by providing access to care. With our whole health approach, we’re focused on addressing health concerns, improving resilience, reducing stress levels and emotional health issues. Our employer promise is to remain steadfast in our commitment to fostering growth and improving lives by offering meaningful work within a positive, inclusive culture that prioritizes our colleagues. We champion teamwork and collaboration and empower our people with cutting-edge technology to drive efficiency and amplify their impact in everything we do. Together we strive to create an environment where every individual thrives and contributes to meaningful change” 

YOUR JOB: 

• Accountable to review and assess inventory levels, coordinating daily goals and planning and adjust where needed in view of achieving KPIs.
• You are accountable to ensure that productivity, quality and customer satisfaction, are managed within own team and motivation of the individuals and team to achieve the operational KPI’s.
• Being proactive in identifying improvement/enhancement opportunities and be an active owner of seeking and sharing ideas for innovation in business processes.
• Striving to provide excellent service to our members and clients.
• Ensure strong employee engagement within the team, including day to day involvement, motivation, conflict management, training, well-being and performance by providing coaching and skill development in collaboration with the Communication Management Team.
• Ensure appropriate performance management actions are taken.
• Having quarterly check-in conversations with all team members.
• Promote a culture of continuous improvement and be fully accountable for the implementation of new ways of working and the measurement of the results in alignment with the broader.
• Communication Strategy and in coordination with the Management Team.
• Taking ownership of any escalated cases and provide updates to the Team Senior Supervisor on any issues.
• Proactively address and/or escalate any risks to the Team 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.
• Option to take over SPOC role for particular clients/accounts if required.
• Being able to represent the organization during client visits, absences, stakeholder meetings, or act as a relationship manager towards some of our strategic partners.

SKILLS AND KNOWLEDGE NEEDED: 

• Strong performance track record.
• International mind-set, with holistic view and able to work remotely with peers across locations.
• 3 years of Cigna experience, or 2 years relevant leadership experience in other functions/companies.
• Experience and/or interest in coaching, managing, developing and motivating individuals.
• Experience and/or interest in conflict management.
• Experience in complaint management - with a proven track record in improving customer service standards.
• Strong communication and presentation skills, and knowledge of Window tools, e.g. Excel, PowerPoint, Windows.
• A growth mind-set 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, passionate.
• Competency to build a team and create an atmosphere of positive collaboration, innovation and creative solutioning among the team members.
• Action-orientated problem-solving attitude.
• Excellent organization, planning and prioritization skills.
• Able to seek out best practice to effectively deal with diverse, complex and highly sensitive issues.
• Results orientated – ability to cascade and translate 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.

What we are looking for 

We are seeking individuals who thrive in collaborative environments, are passionate about driving meaningful change, and are excited to grow in a company that prioritizes its people.

Join us and be part of a company where your growth, ideas and contributions are valued. Let’s create something extraordinary together. It’s time to look to your future and apply to work for Cigna today!

About Cigna Healthcare

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.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: SeeYourselfEMEA@cigna.com for support. Do not email SeeYourselfEMEA@cigna.com for an update on your application or to provide your resume as you will not receive a response.