Global Admin - Senior Supervisor at Cigna

The Position: 

As the EGS Admin Senior Supervisor you will be responsible for the admin process across EGS.  You will have teams in Greenock, Nairobi, Kuala Lumpur and Antwerp all reporting into local Supervisors. You will have management responsibility for the Supervisors and also Subject Matter Experts aligned to the regional teams, you will take decisions on all process related aspects, cap plans, process improvements, strategic roadmap with a reporting line into the Head of Global Admin.

Main Duties/Responsibilities:

• Motivate individuals and team collectively to achieve agreed productivity, turn-around-time, quality and customer satisfaction targets
• Create an environment that encourages and delivers success – you must have the ability to inspire your team whilst developing your team members to the next level
• Build a strong partnership and collaborate closely with stakeholders
• Ensure appropriate performance management action, timely recruitment and effective succession planning is in place.
• Contribute to change and innovation and be pro-active in identifying opportunities for improvement within the team and within Claims processes
• Use data insights to challenge day-to-day operations, and build a continuous improvement mind set
• Manage effective capacity plans, keeping oversight of staff level requirements. Proactively address and escalate any risks
• Produce meaningful, accurate management reports and statistical information in line with formats and timescales agreed with management, including trending and enhancement activities to quantify operational impacts
• Manage the implementation of projects linked to Global Admin with the support of subject matter experts
• Develop and maintain proactive business relationships, both internally and externally to ensure a seamless delivery of service
• Interact with the senior management to adapt your processes to meet evolving objectives
• Use independent judgement and discretion to review and resolve complex issues
• Contribute in achieving departmental and company-wide goals and business plans
• Instrumental in Employee Engagement and a ‘one team’ approach

Your Profile

• Minimum of three years experience leading large operations teams or other relevant experience in a Customer Operations function
• Experience with systems like KOFAX, Octopus, Salesforce
• Financial services or insurance experience is a plus
• Active language knowledge of at least English (additional languages are a plus)
• Experience in coaching, managing, developing and motivating individuals
• Proven data analytics skills (advanced Excel, Qlikview, Tableau ...)
• Clear experience in driving a team to achieve excellent customer service results
• Experience of leading and implementing change
• Excellent inter-personal skills
• Negotiation and influencing skills
• Action-orientated problem-solving skills / process improvement
• Excellent organisation, planning and prioritisation skills
• Strong communication skills: demonstrating drive and enthusiasm
• Demonstrating flexibility and adaptability to change
• Result-oriented, able to mobilise the team to achieve key objectives
• Accountability – assumes ownership for achieving personal results and collective goals
• Customer orientated

Key Competencies

•  Manage ambiguity
•  Balances stakeholders
• Organizational Savy
• Drives Engagement
• Build effective teams
• Tech savvy
• Global perspective
• Data driven