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Cigna is a global health service company with 95 million customers around the world and more than 40,000 employees worldwide.
As a partner in health, they are available for our customers 24 / 7 with an expansive network built to help them meet their health goals.
They are on a mission to improve their customers’ health, well-being, and sense of security with the power of preventive care.
As Team Manager you are responsible for a team of approximately 35 employees, which takes care of the premium and eligibility for several IGO, NGO and Africa book clients.
You are an excellent people manager who loves working in a fun, dynamic and very international environment and enjoys contact with our clients as well.
Your role will be to :
Motivate individuals and team collectively to achieve agreed work output targets covering productivity, turn-around-time, quality and client & customer satisfaction.
Create a strong employee engagement, inspire your team and grow your team members to the next level.
Ensure appropriate performance management action, timely recruitment and effective succession planning is in place.
Contribute to change and innovation and be pro-active in identifying opportunities for improvement within the team and within Customer Services.
Drive customer centric service in all aspects, contribute to improve the customer experience.
Role model and encourage team members to challenge their day-to-day operations, build a continuous improvement mindset.
Drive the change process in order to make your process more effective, higher quality output and increasing client satisfaction.
Manage effective capacity plans, keeping oversight of staff level requirements. Proactively address and escalate any risks.
Produce meaningful, accurate management reports and statistical information in line with formats and timescales agreed with the Management, including trending and enhancement activities with quantification of operational impacts.
Manage the implementation of new contracts with the support of the team leaders.
Develop / maintain proactive business relationships, both internally and externally to ensure a seamless delivery of service.
Be a focal point towards the Sales team, as well as the clients.
You interact with the senior management to adapt your processes to meet evolving objectives.
Use independent judgement and discretion to review and resolve complex issues.
Contribute in achieving departmental and company-wide goals and business plans.
Minimum of two years prior Team management experience or other relevant experience.
Experience in coaching, managing, developing and motivating individuals.
Clear experience in driving a team to achieve excellent customer service results
Experience of leading and implementing change
Financial services or Insurance experience is a plus but not a must-have.
Active language knowledge of English (additional languages are a plus)
Good knowledge of French is a plus
Excellent inter-personal skills
Negotiation and influencing skills
Action-orientated problem-solving skills / process improvement
Excellent organisation, planning and prioritisation 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
Long term assignment in a stimulating international environment with opportunities to grow and learn.
Attractive conditions & package.
Possibility to work from home 1 day / week.