Client Advocacy Supervisor

Excited to grow your career?

We value our talented employees, and whenever possible strive to help one of our associates grow professionally before recruiting new talent to our open positions. If you think the open position you see is right for you, we encourage you to apply

Our people make all the difference in our success.

Cigna Healthcare is a global health service company dedicated to transforming healthcare. With roots in the U.S. and operations in over 30 countries, we serve more than 180 million customers and patients worldwide. Ranked 13th on the Fortune 500 in 2025, Cigna is recognized as one of the most trusted and influential names in the industry.

Our mission is to improve the health, well-being, and peace of mind of those we serve. 

Join our globally recognized brand, where trust, communication, and a positive culture are at the core of everything we do. Our leadership is consistent, approachable, and supportive—ensuring your well-being and work-life balance.

We're looking for individuals who thrive in collaborative environments, are passionate about meaningful change, and want to grow in a company that puts people first.

At Cigna, you'll be part of a purpose-driven team that values innovation, compassion, and impact. Whether you're shaping better care experiences or supporting customers through life's key moments, your work will matter. 

Grow with us—and help shape the future of healthcare.

About the role:

As Client Advocacy Supervisor, you will be responsible for the management of the Client Advocacy Analysts.  You will ensure delivery of department KPIs and collaboratively work with our operational teams to ensure a seamless service delivery and support to our Commercial Teams and Clients.  You will be accountable for all aspects of service delivery from the team. 

Responsibilities: 

Team Leadership & Development 

· Lead and support a team of Client Advocacy Analysts through coaching, regular check-ins, and performance reviews. 

· Foster a positive team culture focused on engagement, well-being and continuous development. 

· Act as a role model by demonstrating integrity, enthusiasm, and a strong work ethic. 

· Ensure that productivity and quality are managed to achieve operational KPIs. 

Operational Oversight 

· Ensure delivery of departmental KPIs by managing productivity, quality, and capacity planning in collaboration with Workforce Management. 

· Manage escalations from the team for highly sensitive and/or critical cases, ensuring timely and effective resolution. 

· Monitor trends and MI and generate insights to drive improvements across the team and wider business. 

Stakeholder & Client Support 

· Serve as a key contact for operational escalations from Commercial Teams, acting as a cental point of coordination. 

· Ensure team members provide clear, comprehensive feedback to clients and maintain ownership of cases through to resolution. 

· Collaborate with internal departments to ensure seamless service delivery and build strong cross-functional relationships. 

Reporting & Compliance 

· Prepare and present operational performance reports to Client Managers and Service Executives. 

· Identify and escalate risks proactive to senior leaderships and relevant stakeholders. 

· Ensure full compliance with Consumer Duty and support ad hoc business needs as required. 

· Be active in seeking and sharing ideas for innovation in business processes within the operations teams and beyond. 

· Carry out any ad hoc tasks as required to meet the business needs. 

Your profile: 

Experience & Knowledge 

· Minimum of two years' experience in operational roles within Cigna, with exposure to customer service or claims is a plus.

· At least two years of people-management experience for large operational teams (10+ reports). Experience managing multiple operational processes is desirable. 

· Significant experience in complaint management and handling of complex, sensitive cases in collaboration with Client Management, Clients and Brokers. 

· Familiarity with internal operational networks and best practices for resolving diverse and high-impact issues. 

· Strong understanding of relevant legislations, complaint regulations and guidelines. 

Leadership & Team Development 

· Demonstrated ability to coach, develop, and motivate individuals, fostering a collaborative and innovative team environment. 

· Skilled in leading teams through complex situations involving multiple stakeholders, while maintaining focus on resolution and service excellence. 

Communication & Interpersonal Skills 

· Strong verbal and written communication, presentation, and listening skills, with a high level of empathy and diplomacy. 

· Customer-centric mindset with the confidence to challenge decisions constructively when needed. 

· Strong internal network across the wider business. 

· Proven ability to partner effectively with Client Management and Sales teams. 

· Previous experience of client and broker-facing communications 

· Availability for occasional travel to in-person meetings when required 

Analytical & Organisational Abilities 

· Strong analytical thinking with excellent planning, prioritisation and multitasking skills. 

· Results-drive and accountable, with the ability to adapt quickly to shifting priorities and tight deadlines. 

· Proficient in Microsoft Office tools (Excel, PowerPoint, Windows) and comfortable working with data and reporting tools. 

· Significant knowledge and experience with Salesforce and Service Centre. Proven ability to create and modify reports or dashboards within SF are desirable 

· Demonstrated success in implementing and executing process improvements and system enhancements. 

Shift: Madrid normal office working hours M-F 9 to 16:45H. Greenock normal office hours M-F 9 to 17:00H 

Please note that you must meet our posting guidelines to be eligible for consideration.  Policy can be reviewed at this link.