Cigna is a global health service company, dedicated to helping the people we serve improve their health, well-being and sense of security. With almost 40,000 employees servicing over 80 million customer relationships around the world, Cigna's international division focuses on the needs of international members through its headquarters in Belgium.
As a Customer Service Supervisor in Nairobi, you will be accountable for reviewing and assessing inventory levels, coordinating daily goals, and adjusting plans as needed to achieve operational KPIs. You will ensure that productivity, quality, and customer satisfaction are managed effectively within your team while providing motivation and coaching to help team members achieve their goals.
Responsibilities
Accountable for reviewing and assessing inventory levels, coordinating daily goals, and planning adjustments to achieve KPIs.
Manage team productivity, quality, and customer satisfaction while motivating individuals to achieve operational standards.
Proactively identify improvement and enhancement opportunities and own the search for innovation in business processes.
Strive to provide excellent service to members and clients.
Ensure strong employee engagement through day-to-day involvement, motivation, conflict management, and well-being initiatives.
Provide coaching and skill development in collaboration with the Communication Management Team.
Ensure appropriate performance management actions and conduct quarterly check-in conversations with all team members.
Promote a culture of continuous improvement and take accountability for implementing new ways of working.
Take ownership of escalated cases and provide updates to the Team Senior Supervisor.
Address and/or escalate risks to the Team Senior Supervisor promptly.
Develop and maintain effective business relationships both internally and externally to ensure seamless service delivery.
Represent the organization during client visits, stakeholder meetings, or act as a relationship manager for strategic partners.
Potential to act as a Single Point of Contact (SPOC) for specific clients or accounts.
Requirements and Qualifications
Minimum of a BA/BSc/HND degree.
3 years of Cigna experience, or 2 years of relevant leadership experience in other functions or companies.
Strong performance track record and an international mindset with a holistic view.
Demonstrated interest or experience in coaching, managing, developing, and motivating individuals.
Experience or interest in conflict management.
Proven track record in complaint management and improving customer service standards.
Strong communication and presentation skills.
Proficiency in Windows tools, including Excel and PowerPoint.
A growth mindset with a positive attitude towards change and implementation of change initiatives.
Excellent interpersonal skills, including empathy, listening, and articulation.
Ability to build a team and create an atmosphere of positive collaboration and innovation.
Action-oriented problem-solving attitude and excellent organizational/prioritization skills.
Results-oriented with the ability to translate goals into established plans.
How to Apply
Interested and qualified candidates should apply online via the Cigna careers portal at cigna.wd5.myworkdayjobs.com.
How to Apply
Interested and qualified candidates should apply online through the Cigna Workday portal. You can access the application link via: Cigna Workday Application. Ensure your profile is complete before submission.
