Administrative Services Supervisor

About the role

Cigna Healthcare is looking for an Administrative Services Supervisor to lead and develop administrative operations teams and deliver consistent, efficient and customer-focused services. The supervisor oversees day-to-day operations, balances workloads and resources, and uses operational insights to improve productivity, quality and service levels. The role also leads teams through changing ways of working, including changes driven by automation, artificial intelligence and digital technology.

Key responsibilities

• Lead the team to productivity, quality, service and customer satisfaction outcomes through workload, inventory, capacity and priority management.
• Develop employees through recruitment, onboarding, check-ins, coaching, feedback, performance management, training, goal setting and career development.
• Lead operational and technology-enabled change, building readiness through communication, coaching and training.
• Use management reporting and operational data to identify risks, guide decisions and optimise resources.
• Strengthen relationships with internal and external stakeholders across locations.
• Resolve escalations through root-cause analysis and corrective action, and escalate quality issues and control gaps.
• Promote continuous improvement and automation, monitor adoption, support team engagement and manage an allocated budget.

Required profile

• Bachelor's degree or equivalent relevant professional experience.
• At least 2 years of experience leading and supervising teams in an operational, administrative or customer/service environment.
• Experience managing productivity, quality and service-delivery KPIs, and supporting process improvement and organisational change.
• Fluency in English and the ability to engage teams across different locations and cultures.
• Nice to have: experience leading teams across multiple countries, healthcare, insurance, shared services or high-volume operations, and additional languages.

Required skills

• Strong analytical and problem-solving skills, stakeholder management and communication.
• People leadership, coaching, employee engagement and continuous improvement.
• Operational performance, workload and capacity management; KPI and service-level management.
• Data-driven decision-making, root-cause analysis and understanding of automation, AI and digital transformation.
• Microsoft Excel, PowerPoint, Word and Outlook.

What we offer

• Competitive compensation package.
• Multicultural and hybrid working environment.
• Private medical insurance and employee wellbeing benefits.
• Continuous development program.