The position
As Senior Supervisor in our Customer Service department, you will be supported by a team of supervisors on your mission to deliver best-in-class service experiences for our customers, drive a high level of engagement in the team and manage the relationship with a multitude of partners and stakeholders. You will also play a pivotal role in the strategic transformation of the operation by driving key projects that support our ambitious growth & affordability roadmap. You will report directly to the Head of Customer Service GHB Europe.
The position is hybrid with a minimum of one day per week from our office in Madrid. The successful candidate should have availability for limited traveling.
ResponsibilitiesManagement of operational KPIs across different customers and communication channels. Regularly analyse the performance data and identify opportunities to maximize operational results.Ensure high scoring in the internal quality auditing as well as in our external NPS surveys. Support ISO auditing and prevent any exposure from a compliance perspective.Drive a high-performance culture in the team by supporting and recognizing staff based on their results and development to ensure high efficiency but also consistent and repeatable service experiences.Foster Employee Engagement and reduce attrition via motivation & career coaching as well as active and regular 121 and team meetings, documented check-in conversation and in-depth review of eNPS survey feedback.Take full ownership of high-level escalations and drive the resolution whilst communicating with all relevant parties.Partner across departments and work towards true win-win situations looking at the customer journey and Cigna as a whole. Focus on reduction of OPEX & costs of access to care.Represent organization during client visits and manage the relationship with other Cigna departments, vendors & additional stakeholders.Support Head of department with resource planning and execute independently on the approved hirings (coordination with L&D teams, HR, IT etc.).Your Qualifications & ExpertiseMinimum three years people management experience in operational teams. Experience in customer service and/or insurance sector is highly valued.Proven track record of delivering operational KPIs, resource planning & recovery plan execution.Proven track record of managing highly committed teams. Experience in ideation, planning and execution of people engagement initiatives.Experience leading projects aiming at the reduction of OPEX or increasing quality of service. Familiarity with creation of business plans is desirable.Strong understanding of operational process flows, process mapping and documentation combined with an emphasis on process flow improvement.Strong analytic & strategic thinking paired with data-driven decision making.Familiarity with key Leadership concepts & experience supporting employees in their development towards their career goals with strong emphasis on coaching & feedback.Comfortable to manage through Change and Ambiguity.Experience Managing Customer/Stakeholder Escalations & Driving the resolution (ownership).Personal Attributes & Cultural FitExcellent Communication and Presentation skillsGrowth mindsetAbility to work independently as well as part of a teamCan-do Attitude, PositivityEnergetic, self-motivated & ability to motivate othersIntegrity, ethics & inclusive cultureResilience to work under pressureAbout 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.
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