Supervisor – Band 3L

YOUR JOB

As a Supervisor (Band 3), you will lead and manage an operational team for Health Care Claims operations responsible for delivering high quality service and consistent performance. You will oversee a team of frontline colleagues (typically 10–20 FTE), ensuring workloads are managed effectively, targets are met, and service standards are upheld.

You will support your team’s development, coach individuals, manage performance, and help implement the broader departmental strategy set by the Head of Department. With a strong customer centric mindset, you will identify opportunities to improve processes, enhance efficiency, and strengthen team engagement.

This role reports to a Senior Supervisor

KEY RESPONSIBILITIES

1. Operational Delivery

• Manage the day-to-day activities of your team to ensure all productivity, quality, TAT and customer satisfaction KPIs are achieved.
• Allocate workload and monitor capacity to maintain service levels.
• Identify risks, escalating issues proactively and supporting mitigation actions.
• Maintain operational discipline, ensuring adherence to processes, controls, and standards.

2. People Leadership

• Coach, motivate, and develop team members to achieve their full potential.
• Conduct regular 1:1s, performance reviews, and support performance improvement plans where needed.
• Promote a positive team culture focused on engagement, collaboration, and continuous improvement.
• Support recruitment, onboarding, and the development of new joiners.

3. Customer & Service Excellence

• Ensure the team delivers a consistent, high quality customer experience.
• Monitor customer impact metrics, complaints, and feedback to identify improvement opportunities.
• Support initiatives aimed at improving service delivery and eliminating root cause issues.

4. Continuous Improvement & Change

• Support the implementation of process changes and new operating models within the team.
• Encourage innovation and problem solving, generating ideas for efficiency and quality improvements.
• Use data and insights to identify gaps, trends, and opportunities for operational enhancement.

5. Collaboration & Stakeholder Engagement

• Work closely with peers, Senior Supervisors, and cross functional partners to ensure seamless end to end delivery.
• Communicate updates, risks, progress, and team performance clearly and regularly.
• Represent your team in operational meetings, forums, and alignment reviews.

6. Reporting & Governance

• Provide accurate updates on performance metrics, trends, quality results, and team capacity.
• Ensure team adherence to operational, risk, audit, and compliance requirements.
• Maintain structured documentation, trackers, and records to support operational governance.

YOUR PROFILE

Experience

• 5–8 years total experience in BPO, Healthcare Operations, Customer Service, Claims, RCM, Back Office, or relevant domain.
• 2–4 years of people management experience leading teams of 10-25 employees.
• Strong exposure to KPI management, quality, productivity, attendance, coaching, and stakeholder communication.
• Experience working in customer focused or service driven roles.

Skills & Capabilities

• Strong communication and people management skills.
• Ability to motivate, support, and challenge individuals constructively.
• Solid analytical and problem solving skills (Excel and reporting tools preferred).
• Effective planning, organisation, and prioritisation.
• Ability to remain calm, flexible, and resilient in dynamic environments.
• Understanding of operational processes and customer service expectations.

Behaviours

• Accountability and ownership of team results.
• Customer focused approach to decision making.
• Positive, solution-orientated mindset.
• Builds trust and collaboration within and across teams.
• Open to feedback, coaching, and continuous development.

KEY COMPETENCIES

• Leading teams
• Customer focus
• Drives results
• Builds engagement
• Collaborates effectively
• Decision quality
• Develops others
• Action oriented problem solving
• Data informed judgement
• Communicates with impact

About The Cigna Group