As a supervisor you will support the Team Manager in managing a team of Eligibility Representatives in Nairobi. Key to the role will be developing and coaching the team to deliver a high quality customer centric service offering.
Your role includes:
Review and assess inventory levels co-ordinating daily allocations and planning ahead to maximise staffing levels to maximise results.
Set team and individual goals and actively follow up on them
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 active in 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 oversight, motivation, conflict management, training, well being and performance by providing coaching and skill development in collaboration with the 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 responsible for the implementation of new ways of working and the measurement of the results in alignment with the broader Strategy and in coordination with the Management Team
Taking ownership of any escalated cases and provide updates to the Team manager on any issues
Proactively address and/or escalate any risks to the Team Manager
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.
Being able to represent the Organisation during client visits, absences, stakeholder meetings, or act as a relationship manager towards some our strategic partners.
YOUR PROFILE
Strong performance track record
International mind-set, with holistic and able to work remotely with peers across locations
Active and fluent in at least English and French, an extra language may be desirable
2 years of Cigna experience, or relevant leadership experience in other functions/companies – ideally Healthcare/Insurance company
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
Strong presentation skills, and knowledge of Window tools, e.g. Excel, PowerPoint, Windows
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, strong articulation and communication 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 attitude
Excellent organisation, planning and prioritisation skills
Able to seek out best practice in order 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
Analytical and proactive: questions current work procedures and suggests ways to meet deadlines without compromising quality.
Personal flexibility
Apply via :
jobs.cigna.com
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