YOUR JOB
As a supervisor, you will support the team manager in managing a team of Care representatives in Madrid. Key to the role will be developing and coaching the team to deliver a high-quality customer-centric service offering. Your role includes:
Motivating individuals and the team collectively to achieve agreed work output targets covering productivity, quality, and customer/provider satisfaction.Recommending and implementing innovative strategies to improve efficiency and provide excellent customer service.Being proactive in identifying improvement/enhancement opportunities and actively seeking and sharing ideas for innovation in business processes within the Integrated Health Team and other operations.Ensuring strong employee engagement within the team, including day-to-day oversight, motivation, conflict management, training, well-being, and performance.Proactively addressing and/or escalating any risks.Developing/maintaining proactive/effective business relationships, both internally and externally to ensure seamless delivery of service.Producing, reviewing, and interpreting reporting and data in line with formats and timescales agreed with management, including trending and enhancement activities with quantification of operational impacts.Being 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
Strong performance track record with an international mindset, able to work remotely with peers across locations.
18 months of Cigna experience, or relevant leadership experience in other functions/companies.
Experience in Clinical and/or Care team is mandatory.
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 Windows tools, e.g., Excel, PowerPoint.
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 communication 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 practices in order 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.
Accountability - assume ownership for achieving personal results and collective team goals.
This is a band 3 function.
About Cigna
Cigna Corporation exists to improve lives. We are a global health service company dedicated to improving the health, well-being, and peace of mind of those we serve. Together, with colleagues around the world, we aspire to transform health services, making them more affordable and accessible to millions. Through our unmatched expertise, bold action, fresh ideas, and an unwavering commitment to patient-centered care, we are a force of health services innovation. When you work with us, or one of our subsidiaries, you'll enjoy meaningful career experiences that enrich people's lives. What difference will you make?
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.
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