Customer Service Operations Manager

hace 7 días


Madrid, Madrid, España Cigna Health And Life Insurance Company A tiempo completo

Role Overview

Cigna Health And Life Insurance Company is seeking an experienced Customer Service Senior Supervisor to join our team in Madrid, Spain. This hybrid role offers a unique blend of remote and on-site work, with a minimum of one day per week from our office in Madrid.

About the Role

The successful candidate will be responsible for delivering best-in-class service experiences for our customers, driving high levels of engagement in the team, and managing relationships with multiple partners and stakeholders. As a key member of our Customer Service department, you will play a pivotal role in the strategic transformation of our operation by driving key projects that support our ambitious growth & affordability roadmap.

Key Responsibilities

  • Manage operational KPIs across different customers and communication channels.
  • Analyse performance data and identify opportunities to maximize operational results.
  • Ensure high scoring in internal quality auditing and external NPS surveys.
  • Support ISO auditing and prevent any compliance exposure.
  • Drive a high-performance culture in the team by supporting and recognizing staff based on their results and development.
  • Foster Employee Engagement and reduce attrition via motivation & career coaching.
  • Take ownership of high-level escalations and drive resolution while communicating with relevant parties.
  • Partner across departments to achieve win-win situations, focusing on customer journeys and Cigna as a whole.
  • Represent organization during client visits and manage relationships with other Cigna departments, vendors, and stakeholders.

Requirements

  • Minimum three years people management experience in operational teams.
  • Experience in customer service and/or insurance sector is highly valued.
  • Proven track record of delivering operational KPIs, resource planning & recovery plan execution.
  • Proven track record of managing highly committed teams.
  • Experience in ideation, planning, and execution of people engagement initiatives.

Salary Range

The estimated salary for this role is €55,000 - €65,000 per annum, depending on experience and qualifications.



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