Senior Supervisor Customer Service GHB Europe at Cigna

Role Overview


As a Senior Supervisor - Customer Service, you will lead a team of Supervisors and frontline colleagues to deliver high-quality, customer-centric service across multiple channels. You are accountable for operational performance, team engagement, and continuous improvement, while supporting strategic transformation initiatives and business growth.
You will act as a key operational leader, translating business priorities into execution, driving efficiency, and ensuring a consistent, high-quality customer experience.
This role reports to the Head of Customer Service / Operational Leader.


Key Responsibilities

Operational Delivery & Performance


Own delivery of KPIs, SLAs, quality, and customer experience metrics (incl. NPS)
Oversee capacity, workload, and resource allocation across teams
Analyze performance data to identify risks and improvement opportunities
Drive recovery plans where performance gaps are identified
Embed standardized processes, controls, and quality frameworks


Customer Experience & Service Excellence


Champion a customer-first mindset across all teams
Monitor customer feedback, complaints, and service trends
Own and resolve high-level customer and stakeholder escalations
Ensure consistent delivery of high-quality, repeatable service experiences


People Leadership & Engagement


Lead, coach, and develop Supervisors and frontline staff (15 - 60 FTE)
Drive a high-performance and engagement culture (eNPS, retention, development)
Conduct performance management, succession planning, and talent development
Lead recruitment, onboarding, and capability building in collaboration with HR/L&D
Facilitate regular 1:1s, team meetings, and feedback loops


Continuous Improvement & Transformation


Lead and support operational improvement initiatives and transformation projects
Use data and process insights to drive efficiency, quality, and cost (OPEX) improvements
Promote a culture of problem-solving and continuous improvement at team level
Contribute to broader strategic initiatives and operational roadmap delivery


Stakeholder Management & Collaboration


Act as primary operational contact for your function
Build strong relationships with internal teams, external partners, and vendors
Represent the function in client interactions and cross-functional forums
Ensure alignment with broader customer journey and business objectives


Governance, Risk & Reporting


Ensure compliance with internal policies, audit standards (e.g. quality, ISO), and risk controls
Produce performance reporting, dashboards, and insights for leadership
Monitor trends, identify root causes, and track impact of changes
Proactively identify and mitigate operational and compliance risks


Experience & Qualifications


3+ years' experience leading operational teams in customer service / service environment


Proven track record of:


Delivering KPIs and operational results
Managing resource planning and recovery plans
Leading people engagement and development initiatives
Experience in customer service and/or insurance (preferred)
Experience leading projects (efficiency, quality, or cost improvement)
Degree/Diploma is a related field


Skills & Capabilities


Strong stakeholder management and communication skills
Data-driven decision making (Excel, dashboards, qualitative data)
Problem-solving, process improvement, and analytical thinking
Strong organizational, planning, and prioritization skills
Ability to lead through change and ambiguity


Leadership Behaviours


Results-driven and accountable
Customer-focused with continuous improvement mindset
High integrity, professionalism, and collaboration
Resilient, proactive, and adaptable
Engaging leader who builds inclusive, high-performing teams


Key Competencies


Leading Teams & Driving Engagement
Customer Focus & Service Excellence
Decision Quality & Data-Informed Thinking
Managing Ambiguity & Change
Collaboration & Communication Impact
Action-Oriented Problem Solving