Administrative Services Supervisor at Cigna

About the Role

As an Administrative Supervisor, you’ll lead and develop administrative operations teams to deliver consistent, efficient and customer-focused services. You’ll oversee day-to-day operations, balance workloads and resources, and use operational insights to improve productivity, quality and service levels.

You’ll also lead your team through evolving ways of working, including changes driven by automation, artificial intelligence and digital technology, while maintaining engagement and service continuity.

What You’ll Do

• Lead your team to achieve agreed productivity, quality, service and customer satisfaction outcomes through effective workload, inventory, capacity and priority management.
• Develop employees through recruitment, onboarding, regular check-ins, coaching, feedback, performance management, training, goal setting and career-development discussions.
• Lead operational and technology-enabled change, building employee readiness through clear communication, coaching and training while addressing adoption barriers.
• Use management reporting, operational data and business insights to identify risks, guide decisions, optimize resources and improve service delivery.
• Strengthen relationships with internal and external stakeholders across locations to support coordinated service delivery and operational improvement initiatives.
• Resolve operational escalations through root-cause analysis and corrective action, while identifying and escalating quality issues, operational risks and control gaps in line with applicable policies and procedures.
• Promote continuous improvement, automation and technology-enabled solutions, monitor adoption and operational outcomes, support team engagement activities and manage any allocated budget responsibly.

What You’ll Bring

• A bachelor’s degree or equivalent relevant professional experience.
• Experience in an operational, administrative or customer/service environment, including a minimum of 2 years experience leading and supervising teams.
• Experience managing productivity, quality and service-delivery KPIs, together with strong planning, workload-management and prioritization skills.
• Strong analytical and problem-solving skills, with the ability to interpret operational data, translate findings into action and manage operational escalations.
• Experience supporting process improvement and organizational change, including the ability to lead teams through uncertainty and evolving ways of working.
• Experience with continuous improvement, automation or operational transformation initiatives.
• Strong stakeholder-management, influencing, written and verbal communication skills, with fluency in English and the ability to engage teams across different locations and cultures.

Skills

Soft Skills

• People leadership, coaching and employee development
• Employee engagement and accountability
• Customer focus and results orientation
• Stakeholder management and influencing
• Problem solving and managing ambiguity
• Clear written and verbal communication
• Collaboration and global perspective
• Change and transformation leadership

Technical / Functional Skills

• Operational performance, workload and capacity management
• KPI, productivity, quality and service-level management
• Data-driven decision-making and operational reporting
• Root-cause analysis and continuous improvement
• Understanding of automation, artificial intelligence and digital transformation and their impact on operational processes, employee roles and service delivery
• Strong working knowledge of Microsoft Excel, PowerPoint, Word and Outlook
• Ability and willingness to learn about emerging technologies and apply them responsibly to operational challenges

Nice to Have

• Experience leading teams across multiple countries or locations.
• Experience in healthcare, insurance, shared services or another high-volume operational environment.
• Experience using data and operational metrics to drive performance decisions.
• Experience with operational systems, CRM platforms, dashboards or workflow-management tools, or supporting automation, artificial intelligence, digital transformation or other technology-enabled change initiatives. Additional languages are also advantageous.