Client Advocacy Supervisor

Cigna Group; Madrid; Presencial; EUR 50.000 - 70.000; Jornada completa

Descripción de la vacante

A global health service company is seeking a Client Advocacy Supervisor in Madrid to lead a team, manage client support operations, and ensure KPIs are met. Candidates should have experience in operational roles and a strong focus on team development and client satisfaction. This full-time position offers opportunities for growth within the organization.

Formación

• Minimum of two years experience in operational roles with exposure to customer service.
• At least two years of people-management experience for large operational teams.
• Significant experience in complaint management and handling complex cases.

Responsabilidades

• Lead and support a team of Client Advocacy Analysts through coaching and performance reviews.
• Ensure delivery of departmental KPIs by managing productivity and quality.
• Serve as a key contact for operational escalations from Commercial Teams.

Conocimientos

Customer Service

Client Support

Issue Resolution

Client Relationships

Communication

Herramientas

Salesforce

Microsoft Office Suite

Descripción del empleo

Cigna Healthcare is a global health service company dedicated to transforming healthcare. With roots in the U.S. and operations in over 30 countries we serve more than 180 million customers and patients worldwide. Ranked 13th on the Fortune 500 in 2025 Cigna is recognized as one of the most trusted and influential names in the industry.

Our mission is to improve the health well-being and peace of mind of those we serve.

Join our globally recognized brand where trust, communication and a positive culture are at the core of everything we do. Our leadership is consistent, approachable and supportive, ensuring your well‑being and work‑life balance.

We’re looking for individuals who thrive in collaborative environments, are passionate about meaningful change and want to grow in a company that puts people first.

At Cigna you’ll be part of a purpose‑driven team that values innovation, compassion and impact. Whether you’re shaping better care experiences or supporting customers through life’s key moments, your work will matter.

Grow with us and help shape the future of healthcare.

About the role

As Client Advocacy Supervisor you will be responsible for the management of the Client Advocacy Analysts. You will ensure delivery of department KPIs and collaboratively work with our operational teams to ensure a seamless service delivery and support to our Commercial Teams and Clients. You will be accountable for all aspects of service delivery from the team.

Responsibilities

Team Leadership & Development

Lead and support a team of Client Advocacy Analysts through coaching, regular check‑ins and performance reviews.

Foster a positive team culture focused on engagement, well‑being and continuous development.

Act as a role model by demonstrating integrity, enthusiasm and a strong work ethic.

Ensure productivity and quality are managed to achieve operational KPIs.

Operational Oversight

Ensure delivery of departmental KPIs by managing productivity, quality and capacity planning in collaboration with Workforce Management.

Manage escalations from the team for highly sensitive and/or critical cases, ensuring timely and effective resolution.

Monitor trends and MI and generate insights to drive improvements across the team and wider business.

Stakeholder & Client Support

Serve as a key contact for operational escalations from Commercial Teams, acting as a central point of coordination.

Ensure team members provide clear comprehensive feedback to clients and maintain ownership of cases through to resolution.

Collaborate with internal departments to ensure seamless service delivery and build strong cross‑functional relationships.

Reporting & Compliance

Prepare and present operational performance reports to Client Managers and Service Executives.

Identify and escalate risks proactively to senior leadership and relevant stakeholders.

Ensure full compliance with Consumer Duty and support ad‑hoc business needs.

Be active in seeking and sharing ideas for innovation in business processes within the operations teams and beyond.

Carry out any ad‑hoc tasks to meet the business needs.

Profile

Experience & Knowledge

Minimum of two years experience in operational roles within Cigna with exposure to customer service or claims is a plus.

At least two years of people‑management experience for large operational teams (10 reports). Experience managing multiple operational processes is desirable.

Significant experience in complaint management and handling of complex sensitive cases in collaboration with Client Management Clients and Brokers.

Familiarity with internal operational networks and best practices for resolving diverse and high‑impact issues.

Strong understanding of relevant legislations, compliant regulations and guidelines.

Leadership & Team Development

Demonstrated ability to coach, develop and motivate individuals fostering a collaborative and innovative team environment.

Skilled in leading teams through complex situations involving multiple stakeholders while maintaining focus on resolution and service excellence.

Communication & Interpersonal Skills

Strong verbal and written communication, presentation and listening skills with a high level of empathy and diplomacy.

Customer‑centric mindset with the confidence to challenge decisions constructively when needed.

Strong internal network across the wider business.

Proven ability to partner effectively with Client Management and Sales teams.

Previous experience of client and broker‑facing communications.

Availability for occasional travel to in‑person meetings when required.

Analytical & Organisational Abilities

Strong analytical thinking with excellent planning, prioritisation and multitasking skills.

Results‑driven and accountable with the ability to adapt quickly to shifting priorities and tight deadlines.

Proficient in Microsoft Office tools (Excel, PowerPoint, Windows) and comfortable working with data and reporting tools.

Significant knowledge and experience with Salesforce and Service Centre. Proven ability to create and modify reports or dashboards within SF are desirable.

Demonstrated success in implementing and executing process improvements and system enhancements.

Shift

Madrid: normal office working hours M-F 9:00 to 16:45 (45 H). Greenock: normal office hours M-F 9:00 to 17:00 (H).

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: for support. Do not email for an update on your application or to provide your resume as you will not receive a response.

Key Skills

Customer Service, Client Expectations, Client Requirements, Client Support, Action Plans, Issue Resolution, Account Management, Client Relationships, Service Delivery, Client Service, Client Satisfaction, Client Management, Procedures, Service Level Agreements, New Clients

Employment Type: Full‑Time

Experience: years

Vacancy: 1