.About UsAs part of the operational model communicated by IH COO, a Provider Services Organization (PSO) is being created. Its main objective is to centralize and optimize provider operations, simplifying the provider experience and creating stronger value-based relationships. This new organization will address unique provider needs, strengthen the fundamentals, and provide a "One Cigna" experience. Looking into the root causes and driving service excellence will be our pathway to improving provider experience.Your JobAs a Care Team Senior Supervisor, you will be managing a team based in KL, Nairobi, and Madrid. You will be responsible for motivating your teams to ensure production levels and targets are achieved, ensuring effective processing controls are in place across locations, and 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 improve the efficiencies and productivity of your teams. Your role will report to the Care Senior Manager based in Madrid.Your Role Will Include:Leading dedicated care teams globally in an efficient and effective way.Building and fostering a true culture of provider centricity.Meeting operational KPIs within the team in terms of production, quality, TAT, and delivering on those.Analyzing support workflows and making suggestions for improvement and innovation in business processes.Managing schedules of team members according to customer/provider demand and service level agreements.Assessing capacity planning for your segments and following up on absences and coverage strategies to secure business continuity.Participating in forecasting and budgeting for customer service and tracking actual performance against plan.Producing meaningful, accurate management reports and statistical information in line with agreed formats and timescales.Maintaining regular contact with Client Management, Service Ops, Clinical, and other internal stakeholders.Identifying and acting to remove obstacles to delivering consistently high levels of services.Assisting with the design and rollout of new operational excellence projects.Ensuring strong employee engagement within the team, including day-to-day oversight, motivation, conflict management, training, and performance coaching.Working closely with senior management to help customer/provider service deliver on their components of overall company goals and objectives.Being a focal point for the PSO leads and other internal stakeholders.Leading and supporting your teams through required changes.International travel on a quarterly basis may be required