Customer Service Supervisor (GHB EU) - Nairobi

SKILLS AND KNOWLEDGE NEEDED:

• Strong performance track record.
  

• International mind-set, with holistic view and able to work remotely with peers across locations.
  

• 3 years of Cigna experience, or 2 years relevant leadership experience in other functions/companies.
  

• Experience and/or interest in coaching, managing, developing and motivating individuals.
  

• Experience and/or interest in conflict management.
  

• Experience in complaint management - with a proven track record in improving customer service standards.
  

• Strong communication and presentation skills, and knowledge of Window tools, e.g. Excel, PowerPoint, Windows.
  

• A growth mind-set with a positive attitude towards change and the ability to play an active role in implementing change initiatives.
  

• Excellent interpersonal skills: strong empathy and listening skills, strong articulation and communications skills, passionate.
  

• Competency to build a team and create an atmosphere of positive collaboration, innovation and creative solutioning among the team members.
  

• Accountable to review and assess inventory levels, coordinating daily goals and planning and adjust where needed in view of achieving KPIs.
  

• You are accountable to ensure that productivity, quality and customer satisfaction, are managed within own team and motivation of the individuals and team to achieve the operational KPI’s.
  

• Being proactive in identifying improvement/enhancement opportunities and be an active owner of seeking and sharing ideas for innovation in business processes.
  

• Striving to provide excellent service to our members and clients.
  

• Ensure strong employee engagement within the team, including day to day involvement, motivation, conflict management, training, well-being and performance by providing coaching and skill development in collaboration with the Communication Management Team.
  

• Ensure appropriate performance management actions are taken.
  

• Having quarterly check-in conversations with all team members.
  

• Promote a culture of continuous improvement and be fully accountable for the implementation of new ways of working and the measurement of the results in alignment with the broader.
  

• Communication Strategy and in coordination with the Management Team.
  

• Taking ownership of any escalated cases and provide updates to the Team Senior Supervisor on any issues.
  

• Proactively address and/or escalate any risks to the Team Senior Supervisor.
  

• Developing/maintaining proactive/effective business relationships, both internally and externally to ensure a seamless delivery of service. Actively encourage all team members to do likewise.
  

• Option to take over SPOC role for particular clients/accounts if required.
  

• Being able to represent the organization during client visits, absences, stakeholder meetings, or act as a relationship manager towards some of our strategic partners.