Senior Global Claims Supervisor

hace 1 semana


Madrid, Madrid, España Cigna A tiempo completo
About the Role

Cigna Europe and Global Segments is seeking a Senior Global Claims Supervisor to lead our EGS Provider Claims activity in the LATAM cluster. This is a management position responsible for a team of circa 35 FTEs supported by 2 Claims Supervisors and 1 SME.

Key Responsibilities
  • 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
Requirements
  • 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
About Cigna

Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life.

We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality.


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