Care Team Senior Supervisor

<p><b>About us<span> </span></b></p><p><span><span>As part of the communicated by IH COO new operational model a Provider Services Organization (PSO) is being created. Its main objective</span><span> is to centralize and </span><span>optimize</span><span> provider operations, simplifying the provider experience and creating stronger value-based relationships. As part of the strategy, this new organization will address unique provider needs, strengthen the fundamentals, and provide a "One Cigna" experience. Looking into the root causes and driving service excellence will be our pathway to get to an ultimate goal – improve provider experience.</span></span><span><span> </span></span><br/><span><span> </span></span></p><p><span><span>One of the Front-end areas in PSO, Care Team, is </span><span>seeking for</span><span> talent to fit into the Senior Supervisor position who will manage internal and offshore teams with a global footprint. His/her Care Teams are dedicated to specific segments within the organization</span><span>.</span><span>  </span></span><span> </span></p><p><span> </span></p><p><b><span>Your job</span></b><span> </span></p><p><span><span>As a Care Team Senior Supervisor, you will be managing a team </span><span>based </span><span>in KL, </span><span>Nairobi</span><span> and </span><span>Madrid. You</span><span> will be responsible to motivate your own teams to ensure production levels and targets are achieved, to ensure effective processing controls are in place across locations, as well as championing efforts that achieve the highest possible levels of provider experience and satisfaction that enable the company to meet its growth and profit </span><span>objectives</span><span>.</span></span><span> </span></p><p><span><span> </span></span><span> </span></p><p><span><span>Your role will be broader than the day-to-day management of the team – your agile, provider centric mindset will ensure that you contribute to our overall provider operations strategy, </span><span>identifying</span><span> opportunities to enhance the service proposition and to improve the efficiencies and productivity of your teams. Your role will report </span><span>into</span><span> the Care Senior Manager based in Madrid.</span></span><span> </span></p><p><span> </span></p><p><span><span>Your role will be to:</span></span><span> </span></p><p><span> </span></p><ul><li><span><span>Responsible to lead dedicated care teams across the globe in and efficient and effective way.</span></span><span> </span></li></ul><ul><li><span><span>Build and bring alive a true culture of provider centricity.</span></span><span> </span></li></ul><ul><li><span><span>Responsible to meet operational KPI’s within the team in terms of production, quality, TAT, amongst others, and bring those alive across the team to deliver on those.</span></span><span> </span></li></ul><ul><li><span><span>Analysing support workflows and making suggestions to improve efficiency and effectiveness and be active </span></span><span><span>in seeking and sharing ideas for innovation in business processes. </span></span><span> </span></li></ul><ul><li><span><span>Managing schedules of team members according to customer/provider demand and any service levels agreements. </span></span><span> </span></li></ul><ul><li><span><span>Assess the capacity planning for your segments as well as following up on absences and coverage strategies to secure business continuity.</span></span><span> </span></li></ul><ul><li><span><span>Taking part in forecasting and budgeting for customer service and tracking the actual performance against plan.</span></span><span> </span></li></ul><ul><li><span><span>Produce meaningful, accurate management reports and statistical information in line with formats and timescales agreed with management, including trending and enhancement activities to quantify operational impacts.</span></span><span> </span></li></ul><ul><li><span><span>Regular contact with Client Management, Service Ops, Clinical and other Cigna internal stakeholders within your remit.</span></span><span> </span></li></ul><ul><li><span><span>Identifying and acting to remove obstacles to delivering consistently high levels of services. </span></span><span> </span></li></ul><ul><li><span><span>Assisting and contributing with the design and rollout of new operational excellence projects. </span></span><span> </span></li></ul><ul><li><span><span>Ensure strong employee engagement within the team, including day to day oversight, motivation, conflict management, training, wellbeing, and performance by providing coaching and skill development in collaboration with the other Care Team management and PSO Management Team  </span></span><span> </span></li></ul><ul><li><span><span>Working closely with senior management to help customer/ provider service deliver on their components of overall company goals and objectives.</span></span><span> </span></li></ul><ul><li><span><span>Be a focal point for the P