Senior Supervisor

Cigna Medical Group

3 - 7 years

4 - 7 Lacs

bengaluru

Posted:1 hour ago| Platform:

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Skills Required

bpo claims performance management process improvement healthcare customer service continuous improvement operations recruitment business operations

Work Mode

Work from Office

Job Type

Full Time

Job Description

You will drive and inspire your wider team to have a laser focus on supporting our Internal customers as well as delivering excellence through achievement of your KPI, your influence will also ensure that you drive a Customer Firstculture.
Reporting to the Operations Manager, the role will have an Operational responsibility for the Common Claims Intake business.The operations senior supervisor will be a key member of the global operations management team across multiple locations sharing best practise, insights and collaborating to a drive 5-star customer service experience.
Your role will be broader than the day-to-day management of the operation your agile, customer centric mindset will ensure that you contribute to our overall operations strategy with a tactical focus on affordability and improving value. The candidate will also be responsible for identifying opportunities to enhance the CCI proposition and improve the efficiency and productivity of your teams.
Ensure appropriate performance management action, timely recruitment and effective succession planning is in place.
Management of third party operations across multiple sites (BPO)
Contribute to change and innovation and be pro-active in identifying opportunities for improvement within the team and within wider service delivery.
Instill a customer first mindset in all that we do.
Use data insights to challenge day-to-day operations and build a continuous improvement approach to delivering success.
Manage effective capacity plans, keeping oversight of staff level requirements across businesses. Proactively address and escalate any risks.
Produce meaningful, accurate management reports and statistical information in line with formats and timescales, including trending and enhancement activities with quantification of operational impacts.
Develop/maintain proactive business relationships, both internally and externally to ensure a seamless delivery of service.
The candidate will need full flexibility to support the business needs over a 24 hour day in peak times
Motivate individuals and teams collectively to achieve KPIrelating to productivity, turn-around-time, quality and client & customer satisfaction.
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.

YOUR PROFILE

Minimum of three years prior management experience or other relevant experience in a customer facing environment
Insurance experience is a plus
Highly competent language knowledge of at least English (additional languages are a plus)
Experience in coaching, managing, developing and motivating individuals
Proven data analytics skills (advanced Excel, Qlikview, Qilk Sense )
Clear experience in driving a team to achieve excellent operational results.
Experience of leading and implementing change
Excellent inter-personal skills
Negotiation and influencing skills
Action-orientated problem-solving skills / process improvement
Excellent organization, planning and prioritization 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 oriented

KEY COMPETENCIES

Manage ambiguity
Balance stakeholder needs and demands
Metric and performance driven
Organizationally savvy
Drive people engagement & loyalty
Build effective teams
Tech savvy
Global perspective
Data driven
Strategic capabilities

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