Senior Supervisor Claims

Senior Supervisor (band 3)
Claims
Madrid

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.

YOUR JOB
As a Claims Senior Supervisor you will take up a management position. You will be responsible to manage the Madrid Member Claims Team (+/- 75 FTEs) supported by the existing Claims Supervisors (5 FTEs), also reporting into you.

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. Within your role, you will report into our Head of IOH Member Claims.

**Your role will be to**:
Motivate individuals and team collectively to achieve agreed work output targets covering productivity, turn-around-time, quality and client & customer satisfaction
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
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 and Admin process.
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 with quantification of operational impacts.
Manage the implementation of new contracts with the support of the Subject matter experts
Develop/maintain proactive business relationships, both internally and externally to ensure a seamless delivery of service.
Be a focal point towards the Client management team, as well as the clients
You 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.

YOUR PROFILE

Minimum of three years prior Team management experience or other relevant experience in OPS. (and experience with management of a large team)
Financial services or Insurance experience is a plus
Active language knowledge of at least English (additional languages are a plus)
Experience in coaching, managing, developing and motivating individuals
Proven data analytics skills (advanced Excel, Qlikview, Tableau...)
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 / process improvement
Excellent organisation, planning and prioritisation skills

**Strong communication skills**: demonstrating drive and enthusiasm
Demonstrating 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 oriented

KEY COMPETENTIES

Manage ambiguity
Balances stakeholders
Organizational Savy
Drives Engagement
Build effective teams
Tech savvy
Global perspective
Data driven

About Cigna Healthcare
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. Join us in driving growth and improving lives.

Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.