Cigna is a global health service company dedicated to helping the people we serve improve their health, well-being, and sense of security. Within its international division, a dedicated unit focuses on the needs of international clients. We are seeking an Operations Manager for our Global Health Business (GHB) Europe division, based in Nairobi. The role involves overseeing daily operational delivery across multiple functions to ensure productivity, accuracy, and customer satisfaction metrics are consistently met. As a key leadership figure, you will act as the primary operational and cultural liaison for GHB Europe staff in Nairobi, ensuring alignment with European processes and service standards.
Key Responsibilities
Operational Leadership
- Oversee daily operational delivery across multiple functions aligned to the GHB Europe organisation.
- Ensure productivity, TAT, accuracy, and customer satisfaction metrics are consistently met.
- Monitor staffing, capacity, service levels, volume trends, and operational risks, escalating when required.
- Drive operational discipline through standard processes, governance frameworks, and continuous improvement practices.
Nairobi Focal Point – Cross Functional Support
- Serve as the primary operational and cultural liaison for all GHB Europe staff located in Nairobi, ensuring alignment with EU operational expectations.
- Ensure European processes, service standards, and quality frameworks are fully embedded locally.
- Act as the bridge between Nairobi teams and Madrid, UK & Bangalore departments (Claims, Eligibility, Partnerships, Client Support, Onboarding, etc.).
- Coordinate cross site alignment sessions, sharing best practices and ensuring consistent communication flow.
People Leadership
- Lead, coach, and empower Senior Supervisors and people leaders to drive high performance across teams.
- Oversee performance management, development planning, and succession pipeline for all levels.
- Build a positive, inclusive, and engaging team culture that reflects GHB Europe values.
- Support recruitment, onboarding, skills development, and talent retention for Nairobi based teams.
Strategic Implementation & Change Support
- Translate departmental strategy into clear local delivery plans for Nairobi teams.
- Support operational transformation initiatives, piloting improvements and scaling successful solutions.
- Identify and implement opportunities to enhance service proposition, efficiency, and end-to-end workflows.
- Encourage innovation and build a culture of continuous improvement.
Collaboration & Stakeholder Management
- Partner closely with Global functional leaders, ensuring Nairobi teams deliver in line with expectations.
- Support cross functional collaboration across Claims, Admin, Partnerships, Comms, Client Support, and other operational areas.
- Act as a trusted advisor and escalation point for both Nairobi and Global leadership teams.
- Participate in leadership forums, strategic reviews, operational meetings, and planning cycles.
Reporting, Insights & Governance
- Produce clear and accurate operational reporting, highlighting trends, risks, insights, and recommended actions.
- Ensure adherence to compliance, audit, risk management, and operational control frameworks.
- Use data insights to challenge teams, identify improvement areas, and support decision making.
- Quantify operational impacts of initiatives and changes to inform leadership discussions.
Your Profile
Experience and Qualification
- Minimum 5+ years leading large operational teams within a customer-centric, service-driven, or shared services environment.
- Experience managing multi-functional teams and working in matrixed global organisations is a key requirement.
- Demonstrated success in people leadership, operational performance management, and strategic implementation.
- Strong background in driving efficiency, delivering service excellence, and leading continuous improvement.
- Bachelor’s degree required. A Diploma in insurance is a plus.
Skills & Capabilities
- Excellent communicator with the ability to engage multiple stakeholder groups across geography and function.
- Strong analytical skills, with proficiency in Excel, dashboards, and data-driven decision making.
- Skilled in problem solving, process improvement, and change leadership.
- Strong organisational planning, workload prioritisation, and operational governance capabilities.
- Ability to lead through ambiguity, building clarity and alignment across diverse teams.
How to Apply
Interested and qualified candidates should apply online through the Cigna careers portal via the Workday link provided in the application section.
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