Cigna Healthcare is seeking a Claims Senior Supervisor to provide full technical leadership for the output of a large Claims team. You will manage CHSI IOH Member Claims teams, supported by 4 Claims Supervisors and responsible for circa 60 team members. In this role, you will contribute to overall operations strategy, identifying opportunities to enhance service and improve efficiencies.
What You'll Do
- Motivate individuals and team collectively to achieve agreed productivity, turn-around-time, quality, and client & customer satisfaction targets.
- Create an environment that encourages success, inspiring the team and developing team members.
- Ensure appropriate performance management action, timely recruitment, and effective succession planning.
- Contribute to change and innovation and be pro-active in identifying opportunities for improvement within team and Claims processes.
- Use data insights to challenge day-to-day operations and build a continuous improvement mindset.
- Manage effective capacity plans, keeping oversight of staff level requirements and proactively addressing risks.
- Produce meaningful, accurate management reports and statistical information on agreed schedules.
- Manage the implementation of new contracts with the support of subject matter experts.
- Develop and maintain proactive business relationships internally and externally to ensure seamless service delivery.
- Act as a focal point for the Client management team and all clients.
- Interact with senior management to adapt processes to meet evolving objectives.
- Use independent judgement to review and resolve complex issues.
- Contribute to achieving departmental and company-wide goals and business plans.
- Coordinate schedules and workflow for the team.
- Supervise the accurate and timely adjudication of claims according to contractual benefits and company procedures.
- Provide direction on policies, procedures, workflows, claim service quality, and training needs.
- Monitor claim service standards.
- Focus on ensuring short-term outputs and team integration with other work areas.
- Provide input into workforce planning and recruitment activities.
What We're Looking For
- Minimum of five years’ experience leading large operations teams or relevant experience in a Customer Operations function.
- Experience in coaching, managing, developing, and motivating individuals.
- Proven data analytics skills (e.g., advanced Excel, Power BI).
- Clear experience in driving a team to achieve excellent customer service results.
- Experience of leading and implementing change.
- Excellent inter-personal, negotiation, and influencing skills.
- Action-orientated problem-solving and process improvement skills.
- Excellent organisation, planning, and prioritisation skills.
- Strong communication skills, demonstrating drive and enthusiasm.
- Demonstrated 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 approach.
- Active language knowledge of at least English.
Nice to Have
- Financial services or insurance experience.
- Knowledge of additional foreign languages.
Team & Environment
You will manage CHSI IOH Member Claims teams, a group of circa 60 team members supported by 4 Claims Supervisors. You will report to the Head of IOH Member Claims.
Cigna Healthcare cultivates a culture that manages ambiguity, balances stakeholders, and leverages organizational savvy. We drive engagement, build effective teams, and value tech savviness, a global perspective, and a data-driven approach.
