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  • Posted: Feb 1, 2021
    Deadline: Not specified
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    Cigna is a global health service company, dedicated to helping the people we serve improve their health, well-being and sense of security. Cigna has almost 40,000 employees who service over 80 million customer relationships around the world. Within its international division, a dedicated unit - headquartered in Belgium - focuses on the needs of International...
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    Supervisor – Nairobi Care Team

    As supervisor you are responsible for a team of approximately 12 employees.  Your role will be to:

    • Motivate individuals and team collectively to achieve agreed work output targets covering productivity, quality and customer/provider satisfaction
    • Recommend and implement innovative strategies to improve efficiency and provide excellent customer service.
    • Be proactive in identifying improvement/enhancement opportunities and active in seeking and sharing ideas for innovation in business processes within the Integrated Health Team and other operations; recommend and implement innovative strategies to improve efficiency within the pre-authorisation and care coordination process and provide excellent customer service, including to members, clients, but also health care providers.
    • Ensure strong employee engagement within the team, including day to day oversight, motivation, conflict management, training, well being and performance.
    • Ensure appropriate performance management actions are taken.
    • Proactively address and/or escalate any risks.
    • Develop/maintain proactive/effective business relationships, both internally and externally to ensure a seamless delivery of service.  Actively encourage all team members to do likewise.
    • Produce, review and interpret reporting and data in line with formats and timescales agreed with management, including trending and enhancement activities with quantification of operational impacts.
    • Be 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

    • Minimum of two years  experience in an operational team.
    • Active language knowledge of at least English; any additional language is a plus.
    • Experience and/or interest in coaching, managing, developing and motivating individuals.
    • Experience in complaint management – with a proven track record in improving customer service standards.
    • 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.
    • Competency to build a team and create an atmosphere of positive collaboration, innovation and creative solutioning among the team members.
    • Action-orientated problem-solving skills.
    • Excellent organisation, planning and prioritisation skills.
    • Able to seek out best practice in order to effectively deal with diverse, complex and highly sensitive issues.
    • Personal flexibility and adaptable to change.
    • Results oriented– ability to define goals, establish plans and manage work to achieve desired outcomes. Creates meaningful business related metrics and tracks progress/results.
    • Accountability – assumes ownership for achieving personal results and collective goals

    Method of Application

    Interested and qualified? Go to Cigna on jobs.cigna.com to apply
  • Send your application

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