Supervisor – Nairobi Care Team at Cigna

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