Jobs at Cigna

The Position: 

A vacancy has arisen within EGS Global Admin opening up the opportunity for an enthusiastic, highly motivated and driven individual to join our Operations Team in the role of Admin Supervisor  You will be responsible for the supervision of staff on a daily basis ensuring KPI’s are met across the Admin Organisation.   

Main Duties/Responsibilities:

• Provide visible leadership as part of the management team for the Global Admin team staff
• People development and performance management through active coaching, clear and constructive feedback and an open management style.
• Manage team resources through planning and leveraging the available talent to optimise team performance
• Engage staff in order to create a dynamic working environment at all levels, leading the team and the processes towards continuous progression while supporting the change journey
• Proactively optimizing the unit’s workflows to achieve set targets.
• Organising and monitoring work flow to ensure TAT targets are achieved and inventory levels are managed.
• Effectively manage the administration process liaising with the SME & Operations Manager about any identified gaps or improvements and proactively contributing to the solution.
• Ensure Quality Audit targets are achieved month on month
• Instrumental in Employee Engagement activity

Your Profile

• Proven data analytics skills (advanced Excel, Qlikview, Tableau ...) 
• Experience with systems like KOFAX, Octopus, Salesforce is a plus
• Excellent networking skills  (IT – OPS – TH&N ...)
• Active language knowledge of at least English (additional languages are a plus)
• Experience in coaching, managing, developing and motivating individuals
• Clear experience in driving a team to achieve excellent customer service results
• 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 oriented

Key Competencies

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

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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

go to method of application »

The Position: 

A vacancy has arisen within EGS Global Admin opening up the opportunity for an enthusiastic, highly motivated and driven individual to join our Operations Team in the role of Subject Matter Expert.  You will be responsible for providing a solid in depth knowledge of System & Processes to ensure Training Delivery & Effective Coaching/Development to staff across the Admin Organisation.

Main Duties/Responsibilities:

• Expert user in all applications/processes within the admin organisation.
• Actively work in the production environment to keep current in operational knowledge.
• Point of contact to support all admin for queries/clarifications.
• Represent the Process/Organisation in Projects, Stakeholder Meetings and Business Readiness activity.
• Being proactive in identifying improvement/enhancement opportunities and be active in identifying and sharing ideas for innovation and continuous improvement in business process
• Create/maintain Intake Processes in Knowledge Exchange to keep current.
• Training – Delivery of Training to New Hires, Cross Training and Refresh classes as required.
• Quality Audit execution, presentation of results and root cause analysis to provide coaching/development to AA’s ensuring Quality KPI is achieved month on month.
• Ownership of escalations to identify root cause providing updates to Supervisors & Operations Manager
• Proactive to address and/or escalating risks in process/people
• Developing/maintaining effective business relationships both internally and externally to ensure a seamless delivery of service.
• Daily support to Supervisors and Operations Manager as required.

Skills/Qualities:

• Fluent in English (Verbal & Written)
• Self-motivated with a proactive approach
• Passionate in Business Process – Project Background Preferred
• Exceptional attention to detail and accuracy
• Ability to take ownership and deliver results
• Leadership in Coaching/Development
• Work well in a team environment
• Ability to learn in a virtual environment
• Excellent problem solving skills
• Confidentiality Management of Data