Pso Claims

About us
Cigna is one of the world's leading providers of health care, expatriate employee benefits, life, accidental and supplemental health insurance. Headquartered in the US and listed in NYSE, the Company operates in countries across the Americas, Europe, Africa and Asia Pacific.
Cigna Europe and Global Segments is an integral part of Cigna's growing international businesses. Product types include: Medical, Dental, Vision, Life, AD&D, Disability, Travel, etc. are sold to groups and individuals. More than 3000 employees are operating for Cigna Europe and Global Segments.
For our EGS Claims operations we are looking for a Senior Supervisor responsible for EGS Provider Claims activity.
Your Job
As a Global Provider Senior Supervisor Claims you will take up a management position. You will be responsible for the LATAM cluster (geographically) as the point of contact across the different BoBs, and for the claim processing of the IOH Book of Business.
You will be responsible for a team of circa 35 FTEs supported by 2 Claims Supervisors and 1 SME.
Your role will be broader than the day to day management of the operations – your agile, customer centric mindset will ensure that you contribute to our overall operations strategy, identifying opportunities to enhance the service proposition and improve the efficiencies and productivity of your teams. Your role will report into the Head of PSO Claims & Adjustment team.
Your role will be to:

Motivate individuals and team collectively to achieve agreed productivity, turn-around-time, quality and client & customer satisfaction targets
Create an environment that encourages and delivers success – you must have the ability to inspire your team whilst developing your team members to the next level
Collaborate closely with the PSO and Provider Network team
Ensure appropriate performance management action, timely recruitment and effective succession planning is in place
Contribute to change and innovation and be pro-active in identifying opportunities for improvement within the team and within 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. Proactively address and escalate any risks
Produce meaningful, accurate management reports and statistical information in line with formats and timescales agreed with the Management, including trending and enhancement activities to quantify operational impacts
Manage the implementation of new contracts with the support of subject matter experts
Develop/maintain proactive business relationships, both internally and externally to ensure a seamless delivery of service
Be a focal point for the Client management team, as well as the clients
Interact with the senior management to adapt your processes to meet evolving objectives
Use independent judgement and discretion to review and resolve complex issues
Contribute in achieving departmental and company-wide goals and business plans
Foster and enhance collaboration across different departments to improve collaboration and synergies.

Your Profile

Preferably one year experience leading operations teams or other relevant experience in a Customer Operations function
Experience with one or more Policy Administration system is a must for internal candidates (Mainframe, Global-Care, Diamond, Actisure).
Financial services or insurance experience is a plus
Active language knowledge of at least English (additional languages are a plus)
Experience with managing a BPO partner is a plus
Experience in coaching, managing, developing and motivating individuals
Proven data analytics skills (advanced Excel, QlikView, Salesforce Dashboard...)
Clear experience in driving a team to achieve excellent customer service results
Experience of leading and implementing change
Excellent inter-personal skills
Negotiation and influencing skills
Action-orientated problem-solving skills
Continuous improvement mindset
Excellent organization, planning and prioritization skills
Strong communication skills: demonstrating drive and enthusiasm
Demonstrating flexibility and adaptability to change
Result-oriented, able to mobilize the team to achieve key objectives
Good presentation skills (PPT) and ability to speak in public
Accountability – assumes ownership for achieving personal results and collective goals.
Project management knowledge/experience

Key Competencies

Manage ambiguity
Balances stakeholders
Organizational Savvy
Drives Engagement
Build effective teams
Delivery on-time
Global perspective
Data driven

What we offer?

Type of Contract: Permanent.
Multicultural working environment: A diverse job in an international context with impressive clients.
Hybrid working: Enjoy working from the comfort of your home 3 days per week and 2 days from our Madrid office. Cigna's "Happy You": health and wellbeing initiatives, flexible work hours, home working opportunities.
Flexible starting hour: Official Schedule Monday to Friday 9.00 to 17.00 but with flexibility. Our shifts are from 7:00 to 9:30, with the possibility to choose the time that suits you best.
A wide range of social benefits and attractive salary packages.

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