Senior Supervisor Customer Service GHB Europe

Senior Supervisor – Customer Service (Band 3) | Nairobi

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

1. 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

2. 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

3. 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

4. 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

5. 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

6. 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

About Cigna Healthcare

Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. Join us in driving growth and improving lives.

Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.

If you require reasonable accommodation in completing the online application process, please email: [email protected] for support. Do not email [email protected] for an update on your application or to provide your resume as you will not receive a response.