Responsibilities or duties

• Accountable to review and assess inventory levels, coordinating daily goals and planning and adjust where needed in view of achieving KPIs.
• You are accountable to ensure that productivity, quality and customer satisfaction, are managed within own team and motivation of the individuals and team to achieve the operational KPI’s.
• Being proactive in identifying improvement/enhancement opportunities and be an active owner of seeking and sharing ideas for innovation in business processes.
• Striving to provide excellent service to our members and clients.
• Ensure strong employee engagement within the team, including day to day involvement, motivation, conflict management, training, well-being and performance by providing coaching and skill development in collaboration with the Communication Management Team.
• Ensure appropriate performance management actions are taken.
• Having quarterly check-in conversations with all team members.
• Promote a culture of continuous improvement and be fully accountable for the implementation of new ways of working and the measurement of the results in alignment with the broader.
• Communication Strategy and in coordination with the Management Team.
• Taking ownership of any escalated cases and provide updates to the Team Senior Supervisor on any issues.
• Proactively address and/or escalate any risks to the Team Senior Supervisor.
• Developing/maintaining proactive/effective business relationships, both internally and externally to ensure a seamless delivery of service. Actively encourage all team members to do likewise.
• Option to take over SPOC role for particular clients/accounts if required.
• Being able to represent the organization during client visits, absences, stakeholder meetings, or act as a relationship manager towards some of our strategic partners.

Qualifications or requirements (e.g., education, skills)

• Strong performance track record.
• International mind-set, with holistic view and able to work remotely with peers across locations.
• Experience and/or interest in coaching, managing, developing and motivating individuals.
• Experience and/or interest in conflict management.
• Experience in complaint management - with a proven track record in improving customer service standards.
• Strong communication and presentation skills, and knowledge of Window tools, e.g. Excel, PowerPoint, Windows.
• A growth mind-set 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, strong articulation and communications skills, passionate.
• Competency to build a team and create an atmosphere of positive collaboration, innovation and creative solutioning among the team members.
• Action-oriented problem-solving attitude.
• Excellent organization, planning and prioritization skills.
• Able to seek out best practice to effectively deal with diverse, complex and highly sensitive issues.
• Results oriented – ability to cascade and translate goals, establish plans and manage work to achieve desired outcomes. Create meaningful business-related metrics and track progress/results.
• Accountability – assume ownership for achieving personal results and collective team goals.

Experience needed

3 years of Cigna experience, or 2 years relevant leadership experience in other functions/companies.

• Review and assess inventory levels, coordinating daily goals and planning and adjust where needed in view of achieving KPIs.
• Ensure that productivity, quality and customer satisfaction, are managed within own team and motivation of the individuals and team to achieve the operational KPI’s.
• Proactively identify improvement/enhancement opportunities and be an active owner of seeking and sharing ideas for innovation in business processes.
• Strive to provide excellent service to our members and clients.
• Ensure strong employee engagement within the team, including day to day involvement, motivation, conflict management, training, well-being and performance by providing coaching and skill development in collaboration with the Communication Management Team.
• Ensure appropriate performance management actions are taken.
• Have quarterly check-in conversations with all team members.
• Promote a culture of continuous improvement and be fully accountable for the implementation of new ways of working and the measurement of the results in alignment with the broader Communication Strategy and in coordination with the Management Team.
• Take ownership of any escalated cases and provide updates to the Team Senior Supervisor on any issues.
• Proactively address and/or escalate any risks to the Team Senior Supervisor.
• 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.
• Option to take over SPOC role for particular clients/accounts if required.
• Represent the organization during client visits, absences, stakeholder meetings, or act as a relationship manager towards some of our strategic partners.

• Strong performance track record
• International mind-set, with holistic view and able to work remotely with peers across locations
• Experience and/or interest in coaching, managing, developing and motivating individuals
• Experience and/or interest in conflict management
• Experience in complaint management - with a proven track record in improving customer service standards
• Strong communication and presentation skills
• Knowledge of Window tools, e.g. Excel, PowerPoint, Windows
• A growth mind-set 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, strong articulation and communications skills, passionate
• Competency to build a team and create an atmosphere of positive collaboration, innovation and creative solutioning among the team members
• Action-orientated problem-solving attitude
• Excellent organization, planning and prioritization skills
• Able to seek out best practice to effectively deal with diverse, complex and highly sensitive issues
• Results orientated – ability to cascade and translate goals, establish plans and manage work to achieve desired outcomes. Create meaningful business-related metrics and track progress/results
• Accountability – assume ownership for achieving personal results and collective team goals

• BA/BSc/HND
• 3 years of Cigna experience, or 2 years relevant leadership experience in other functions/companies