As Client Advocacy Supervisor, you will be responsible for the management of the Client Advocacy Analysts. You will ensure delivery of department KPIs and collaboratively work with our operational teams to ensure a seamless service delivery and support to our Commercial Teams and Clients. You will be accountable for all aspects of service delivery from the team.**Responsibilities:** · Lead and support a team of Client Advocacy Analysts through coaching, regular check-ins, and performance reviews.Act as a role model by demonstrating integrity, enthusiasm, and a strong work ethic.Be active in seeking and sharing ideas for innovation in business processes within the operations teams and beyond.Carry out any ad hoc tasks as required to meet the business needs.**Experience & Knowledge**Minimum of two years’ experience in operational roles within Cigna, with exposure to customer At least two years of people-management experience for large operational teams (10+ reports). Experience managing multiple operational processes is desirable.Significant experience in complaint management and handling of complex, sensitive cases in collaboration with Client Management, Clients and Brokers.· Familiarity with internal operational networks and best practices for resolving diverse and high-impact issues.· Demonstrated ability to coach, develop, and motivate individuals, fostering a collaborative and innovative team environment.Communication & Interpersonal Skills Strong verbal and written communication, presentation, and listening skills, with a high level of empathy and diplomacy.· Proven ability to partner effectively with Client Management and Sales teams.Previous experience of client and broker-facing communicationsAnalytical & Organisational Abilities Strong analytical thinking with excellent planning, prioritisation and multitasking skills.Results-drive and accountable, with the ability to adapt quickly to shifting priorities and tight deadlines.Significant knowledge and experience with Salesforce and Service Centre. Proven ability to create and modify reports or dashboards within SF are desirable
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