Claims Senior Supervisor

Job Description Summary
Leads Claims team with full technical responsibility for team output. Responsible for a large number of direct and indirect reports in a process or transactional operations environment. Coordinates schedules and workflow for the team. Supervises the accurate and timely adjudication of claims and administers disposition according to contractual benefits and company procedures. Provides direction and guidance regarding policies, procedures, workflows, claim service quality, and training needs. Responsible for monitoring claim service standards. Focuses on ensuring short-term outputs and the effectiveness of team integration with other work areas. Provides input into workforce planning and recruitment activities.

YOUR JOB

As a Claims Senior Supervisor you will take up a management position. You will be responsible for managing our CHSI IOH Member Claims teams supported by 4 Claims Supervisors, responsible for circa 60 team members.

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 to improve the efficiencies and productivity of your teams. Your role will report to the Head of IOH Member Claims.

Your role will be to:

• Motivate individuals and team collectively to achieve agreed productivity, turn-around-time, quality and client & customer satisfaction targets
• 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 processes
• 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 management, including trending and enhancement activities to quantify operational impacts
• Manage the implementation of new contracts with the support of subject matter experts
• Develop and maintain proactive business relationships, both internally and externally to ensure a seamless delivery of service
• Be a focal point for the Client management team, as well as all clients
• 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 five years’ experience leading large operations teams or other relevant experience in a Customer Operations function
• Financial services or insurance experience is a plus
• Active language knowledge of at least English (additional foreign languages are a plus)
• Experience in coaching, managing, developing and motivating individuals
• Proven data analytics skills (advanced Excel, Power BI ...)
• 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 orientated

KEY COMPETENTIES

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

About The Cigna Group