Claims Senior Supervisor – Global Individual Health (GIH)
Reporting Line
Reports to: GIH Head of Claims Experience
Direct Reports
Claims Supervisors / Team Leaders across:
- CHSI – Bengaluru
- Sagility – Bengaluru
- Cigna Kuala Lumpur (KL)
- Greenock
Role Purpose
The Claims Senior Supervisor is accountable for the day‑to‑day operational delivery of GIH Claims across multiple sites, covering both BAU and Non‑BAU claims activity.
The role ensures consistent execution of the defined claims operating model, strong frontline people leadership, and disciplined performance management, while escalating systemic risks, experience gaps, or control issues to the Head of Claims Experience.
Scope of Work – BAU and Non‑BAU
BAU (Business as Usual) Claims
- End‑to‑end claims adjudication and processing delivery
- Productivity, TAT, SLA, and quality performance
- Queue management, workload balancing, and short‑term capacity control
Non‑BAU / Complex Operational Work
- Failed payments and payment re‑processing follow‑ups
- Claims pending due to over‑authority approvals
- Priority partner and sensitive claims requiring accelerated handling
- Operational escalations impacting customer experience, risk, or financial exposure
Key Responsibilities
Operational Execution & Delivery
- Own daily claims delivery across CHSI, Sagility, Greenock, and KL
- Drive consistent execution of agreed claims processes and controls
- Lead daily / weekly governance routines and take corrective action where performance is off‑track
- Manage workload distribution and short‑term capacity adjustments
- Ensure timely progression and closure of failed payments, over‑authority claims, and priority partner claims
People Leadership & Performance Management
- Manage delivery through Claims Supervisors / Team Leaders across sites
- Own day‑to‑day performance management, including Amber / Red agent interventions
- Deliver coaching plans and corrective actions to stabilise performance
- Support new joiner ramp‑up and early‑tenure performance stability
- Execute development actions aligned to agreed succession plans
Claims NPS, FCR & Customer Outcomes
- Own Claims NPS performance at an execution level
- Drive improvements in First Contact Resolution (FCR) through operational actions
- Translate detractor and complaint themes into practical delivery improvements
- Escalate systemic NPS risks and repeat experience failures to the Head of Claims Experience
Quality, Risk & Compliance Execution
- Ensure adherence to financial, procedural, and regulatory requirements
- Act as first‑line escalation for quality, audit, and compliance issues
- Partner with QA teams to ensure audit coverage and closure of findings
- Maintain governance documentation, trackers, and operational controls
Cross‑Site & Cross‑Functional Execution
- Ensure consistent execution across CHSI, Sagility, Greenock, and KL
- Support implementation of approved process changes and automation initiatives
- Work with Clinical, Payment Integrity (PI), and SIU teams at an execution level
- Escalate systemic risks, dependencies, or control gaps without owning solution redesign
Skills & Experience
Essential
- Strong background in claims operations and adjudication
- Experience leading multi‑site delivery teams
- Hands‑on performance, productivity, and people management
Desirable
- Exposure to complex or high‑risk claims
- Experience working in regulated environments
- Familiarity with claims workflow and case management systems
Success Measures
- Delivery of productivity, TAT, and SLA targets
- Improved Claims NPS and First Contact Resolution
- Sustained audit, quality, and compliance outcomes
- Effective handling and stabilisation of Non‑BAU claims
- Consistent execution standards across all GIH sites
About The Cigna Group
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.
