PSO Claims & Adjustment Senior Supervisor

<p><b>About us</b></p><p>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.</p><p>Cigna Europe and Global Segments is an integral part of Cigna's growing international businesses. Product types include: Medical, Dental, Vision, Life, AD&amp;D, Disability, Travel, etc. are sold to groups and individuals. More than 3000 employees are operating for Cigna Europe and Global Segments.</p><p></p><p>For our EGS Claims operations we are looking for a Senior Supervisor responsible for EGS Provider Claims activity.</p><p></p><p><b>Your Job</b></p><p>As a Global Provider Senior Supervisor Claims you will take up a management position. You will be responsible for the LATAM cluster (geographically) as the point of contact across the different BoBs, and for the claim processing of the IOH Book of Business.</p><p>You will be responsible for a team of circa 35 FTEs supported by 2 Claims Supervisors and 1 SME.</p><p></p><p>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. Your role will report into the Head of PSO Claims &amp; Adjustment team.</p><p></p><p>Your role will be to:</p><p></p><ul><li>Motivate individuals and team collectively to achieve agreed productivity, turn-around-time, quality and client &amp; customer satisfaction targets</li><li>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</li><li>Collaborate closely with the PSO and Provider Network team</li><li>Ensure appropriate performance management action, timely recruitment and effective succession planning is in place</li><li>Contribute to change and innovation and be pro-active in identifying opportunities for improvement within the team and within Claims processes</li><li>Use data insights to challenge day-to-day operations, and build a continuous improvement mindset</li><li>Manage effective capacity plans, keeping oversight of staff level requirements.  Proactively address and escalate any risks</li><li>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</li><li>Manage the implementation of new contracts with the support of subject matter experts</li><li>Develop/maintain proactive business relationships, both internally and externally to ensure a seamless delivery of service </li><li>Be a focal point for the Client management team, as well as the clients</li><li>Interact with the senior management to adapt your processes to meet evolving objectives</li><li>Use independent judgement and discretion to review and resolve complex issues</li><li>Contribute in achieving departmental and company-wide goals and business plans</li><li>Foster and enhance collaboration across different departments to improve collaboration and synergies.</li></ul><p></p><p></p><p><b>Your Profile</b></p><p></p><ul><li>Preferably one year experience leading operations teams or other relevant experience in a Customer Operations function</li><li>Experience with one or more Policy Administration system is a must for internal candidates (Mainframe, Global-Care, Diamond, Actisure).</li><li>Financial services or insurance experience is a plus</li><li>Active language knowledge of at least English (additional languages are a plus)</li><li>Experience with managing a BPO partner is a plus</li><li>Experience in coaching, managing, developing and motivating individuals</li><li>Proven data analytics skills (advanced Excel, QlikView, Salesforce Dashboard...) </li><li>Clear experience in driving a team to achieve excellent customer service results</li><li>Experience of leading and implementing change</li><li>Excellent inter-personal skills</li><li>Negotiation and influencing skills</li><li>Action-orientated problem-solving skills</li><li>Continuous improvement mindset</li><li>Excellent organization, planning and prioritization skills</li><li>Strong communication skills: demonstrating drive and enthusiasm</li><li>Demonstrating flexibility and adaptability to change</li><li>Result-oriented, able to mobilize the team to achieve key objectives</li><li>Good presentation skills (PPT) and ability to speak in public</li><li>Accountability – assumes ownership for achieving personal results and collective goals.</li><li>Project management knowledge/experience</li></ul><p></p><p><b>Key Competenties </b></p><ul><li>Manage ambiguity</li><li>Balances stakeholders</li><li>O