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: SeeYourselfEMEA@cigna.com for support. Do not email SeeYourselfEMEA@cigna.com for an update on your application or to provide your resume as you will not receive a response. Doing something meaningful starts with a simple decision, a commitment to changing lives. At The Cigna Group, we’re dedicated to improving the health and vitality of those we serve. Through our divisions Cigna Healthcare and Evernorth Health Services, we are committed to enhancing the lives of our clients, customers and patients. Join us in driving growth and improving lives.