Cigna is a global health service company, dedicated to helping the people we serve improve their health, well-being and sense of security. Cigna has almost 40,000 employees who service over 80 million customer relationships around the world. Within its international division, a dedicated unit – headquartered in Belgium – focuses on the needs of International…
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Supervisor – Nairobi Care Team

  • Job TypeFull Time
  • QualificationBA/BSc/HND
  • Experience2 years
  • LocationNairobi
  • Job FieldAdministration / Secretarial 

As supervisor you are responsible for a team of approximately 12 employees.  Your role will be to:

  • Motivate individuals and team collectively to achieve agreed work output targets covering productivity, quality and customer/provider satisfaction
  • Recommend and implement innovative strategies to improve efficiency and provide excellent customer service.
  • Be proactive in identifying improvement/enhancement opportunities and active in seeking and sharing ideas for innovation in business processes within the Integrated Health Team and other operations; recommend and implement innovative strategies to improve efficiency within the pre-authorisation and care coordination process and provide excellent customer service, including to members, clients, but also health care providers.
  • Ensure strong employee engagement within the team, including day to day oversight, motivation, conflict management, training, well being and performance.
  • Ensure appropriate performance management actions are taken.
  • Proactively address and/or escalate any risks.
  • Develop/maintain proactive/effective business relationships, both internally and externally to ensure a seamless delivery of service.  Actively encourage all team members to do likewise.
  • Produce, review and interpret reporting and data in line with formats and timescales agreed with management, including trending and enhancement activities with quantification of operational impacts.
  • Be the key focal point for the implementation of new clients and/or procedures, as well as being a contact for clients/members, including hosting (potential) clients and presenting our services to them.


  • Minimum of two years  experience in an operational team.
  • Active language knowledge of at least English; any additional language is a plus.
  • Experience and/or interest in coaching, managing, developing and motivating individuals.
  • Experience in complaint management – with a proven track record in improving customer service standards.
  • A growth mindset with a positive attitude towards change and the ability to play an active role in implementing change initiatives.
  • Excellent interpersonal skills: strong empathy and listening skills.
  • Competency to build a team and create an atmosphere of positive collaboration, innovation and creative solutioning among the team members.
  • Action-orientated problem-solving skills.
  • Excellent organisation, planning and prioritisation skills.
  • Able to seek out best practice in order to effectively deal with diverse, complex and highly sensitive issues.
  • Personal flexibility and adaptable to change.
  • Results oriented– ability to define goals, establish plans and manage work to achieve desired outcomes. Creates meaningful business related metrics and tracks progress/results.
  • Accountability – assumes ownership for achieving personal results and collective goals

Method of Application

Interested and qualified? Go to Cigna on to apply