Job Title: Senior Supervisor Customer Service GHB Europe
Date Posted: 10/07/2026
Job Type: Full Time
Employer: Cigna
Industry: Customer Service
Salary: Open
Location: Nairobi
Country: Kenya
Deadline: 24/07/2026
Looking for a customer service job in Kenya?
Cigna is hiring a Senior Supervisor Customer Service GHB Europe skilled in team leadership, customer experience management, and operational performance tracking.
Role Overview
- As a Senior Supervisor – Customer Service, you will lead a team of
Supervisors and frontline colleagues to deliver high-quality,
customer-centric service across multiple channels. You are accountable for
operational performance, team engagement, and continuous improvement,
while supporting strategic transformation initiatives and business growth.
- You will act as a key operational leader, translating business
priorities into execution, driving efficiency, and ensuring a consistent,
high-quality customer experience.
- This role reports to the Head of Customer Service / Operational
Leader.
Key Responsibilities
Operational
Delivery & Performance
- Own delivery of KPIs, SLAs, quality, and customer experience metrics
(incl. NPS)
- Oversee capacity, workload, and resource allocation across teams
- Analyze performance data to identify risks and improvement
opportunities
- Drive recovery plans where performance gaps are identified
- Embed standardized processes, controls, and quality frameworks
Customer Experience
& Service Excellence
- Champion a customer-first mindset across all teams
- Monitor customer feedback, complaints, and service trends
- Own and resolve high-level customer and stakeholder escalations
- Ensure consistent delivery of high-quality, repeatable service
experiences
People
Leadership & Engagement
- Lead, coach, and develop Supervisors and frontline staff (15–60 FTE)
- Drive a high-performance and engagement culture (eNPS, retention,
development)
- Conduct performance management, succession planning, and talent
development
- Lead recruitment, onboarding, and capability building in
collaboration with HR/L&D
- Facilitate regular 1:1s, team meetings, and feedback loops
Continuous
Improvement & Transformation
- Lead and support operational improvement initiatives and
transformation projects
- Use data and process insights to drive efficiency, quality, and cost
(OPEX) improvements
- Promote a culture of problem-solving and continuous improvement at
team level
- Contribute to broader strategic initiatives and operational roadmap
delivery
Stakeholder Management
& Collaboration
- Act as primary operational contact for your function
- Build strong relationships with internal teams, external partners,
and vendors
- Represent the function in client interactions and cross-functional
forums
- Ensure alignment with broader customer journey and business
objectives
Governance,
Risk & Reporting
- Ensure compliance with internal policies, audit standards (e.g.
quality, ISO), and risk controls
- Produce performance reporting, dashboards, and insights for
leadership
- Monitor trends, identify root causes, and track impact of changes
- Proactively identify and mitigate operational and compliance risks
Experience &
Qualifications
- 3+ years’ experience leading operational teams in customer service /
service environment
Proven
track record of:
- Delivering KPIs and operational results
- Managing resource planning and recovery plans
- Leading people engagement and development initiatives
- Experience in customer service and/or insurance (preferred)
- Experience leading projects (efficiency, quality, or cost
improvement)
- Degree/Diploma is a related field
Skills &
Capabilities
- Strong stakeholder management and communication skills
- Data-driven decision making (Excel, dashboards, qualitative data)
- Problem-solving, process improvement, and analytical thinking
- Strong organizational, planning, and prioritization skills
- Ability to lead through change and ambiguity
Leadership
Behaviours
- Results-driven and accountable
- Customer-focused with continuous improvement mindset
- High integrity, professionalism, and collaboration
- Resilient, proactive, and adaptable
- Engaging leader who builds inclusive, high-performing teams
Key Competencies
- Leading Teams & Driving Engagement
- Customer Focus & Service Excellence
- Decision Quality & Data-Informed Thinking
- Managing Ambiguity & Change
- Collaboration & Communication Impact
- Action-Oriented Problem Solving
How to Apply
