Customer Service Supervisor - Cigna Healthcare

Cigna Health and Life Insurance Company; Kuala Lumpur; On-site; MYR 90,000 - 150,000; Full time

Job summary

Cigna Health and Life Insurance Company in Kuala Lumpur is seeking a Customer Service Supervisor to lead end-to-end operations, drive service excellence, and maintain governance across all touchpoints. You will manage performance, coach teams, and implement continuous improvements in a regulated, high-volume environment.

The role emphasizes people leadership, talent development, and leveraging AI-enabled solutions to enhance customer experience and efficiency.

Qualifications

• Bachelor's degree preferred.
• 5–7 years in customer service, operations, or contact center.
• 2–3 years of leadership or supervisory experience.
• Experience in regulated environments (insurance/healthcare/financial services) preferred.
• Strong analytics to translate data into improvements.

Responsibilities

• Lead and develop a world-class customer service team delivering exceptional experiences across channels.
• Foster a customer-first culture with professionalism, empathy, and ownership.
• Oversee end-to-end operations across calls, emails, chat, and digital platforms.
• Monitor service levels, ASA, queue performance, turnaround times, and case aging.
• Drive improvements by reviewing journeys, identifying pain points and implementing actions.
• Coach and manage performance to maintain high service quality and governance.
• Proactively manage workforce allocation and workload balancing.
• Escalate and resolve complex or high-impact customer issues with effective recovery.
• Ensure governance, data privacy, and information security compliance.
• Build partnerships with internal and external stakeholders for seamless resolutions.

Skills

Leadership

People Development

Data-Driven

Stakeholder Management

Analytical Thinking

AI Adoption

Communication

Education

Bachelor's Degree

Tools

Microsoft Office

Job description

## Position**Customer Service Supervisor**## Reporting To**Operations Manager**# Job PurposeThe Customer Service Supervisor is responsible for leading end-to-end customer service operations to ensure timely, accurate, and high-quality service delivery across all customer touchpoints. The role is accountable for building and sustaining a world-class customer service team that consistently delivers exceptional customer experiences, operational excellence, and strong business outcomes.The incumbent will drive customer-centricity, employee engagement, talent development, and data-driven decision-making while leveraging technology and AI-enabled solutions to enhance service quality, operational performance, and continuous improvement. The role also ensures strong governance, compliance, and accountability across all aspects of service delivery.# Key Roles & Responsibilities## 1. Customer Service Operations, Service Excellence & Governance* Lead and develop a world-class customer service team that consistently delivers exceptional customer experiences across all customer touchpoints.* Foster a customer-first culture focused on professionalism, empathy, responsiveness, ownership, and service excellence.* Oversee end-to-end customer service operations across all channels (e.g., calls, emails, chat, and digital platforms), ensuring accuracy, consistency, and adherence to approved service standards and operating procedures.* Ensure customer interactions are handled within agreed service levels by actively monitoring volumes, queue performance, turnaround times, and case ageing.* Drive service excellence by continuously reviewing customer journeys, identifying pain points, and implementing actions that improve customer outcomes and satisfaction.* Establish and maintain high service quality standards through effective monitoring, coaching, and performance management.* Proactively manage workforce allocation and workload balancing to optimize productivity and service delivery.* Act as an escalation point for complex, sensitive, or high-impact customer issues, providing leadership, guidance, and effective service recovery where required.* Ensure compliance with internal governance requirements, audit standards, data privacy regulations, and information security policies.* Identify, manage, and escalate operational, service, compliance, and conduct risks appropriately to ensure service continuity and regulatory adherence.* Build strong partnerships with internal and external stakeholders to ensure seamless resolution of customer issues and delivery of positive customer outcomes.## 2. Performance Management, Analytics & Insights* Monitor individual and team KPIs, including productivity, service level attainment, Average Speed of Answer (ASA), quality scores, adherence, customer satisfaction, and Net Promoter Score (NPS).* Utilize operational data, dashboards, and reporting tools to monitor trends and drive evidence-based decision-making.* Demonstrate strong analytical and critical-thinking capabilities to identify root causes of service issues and implement corrective and preventive actions.* Proactively analyze customer feedback, repeat contacts, complaints, service failures, and operational risks to improve customer outcomes.* Drive a data-driven culture within the team through performance visibility, accountability, and continuous measurement of results.* Leverage AI-enabled tools and digital technologies to enhance productivity, operational efficiency, and customer experience.* Develop actionable insights and recommendations to support business priorities and service improvement initiatives.* Participate in audits, root cause reviews, and remediation activities while ensuring timely completion of agreed action plans.## 3. People Leadership, Talent & Capability Development* Provide day-to-day leadership, coaching, mentoring, and performance management to team members.* Conduct regular team meetings and one-on-one sessions to review performance, provide feedback, and align teams with business priorities.* Lead talent development initiatives through structured coaching, succession planning, and career development discussions.* Identify and develop high-potential employees while creating opportunities for capability growth and advancement.* Support onboarding, training, and upskilling of new and existing employees to ensure readiness for current and future business needs.* Promote a culture of continuous learning, innovation, AI adoption, and professional development.* Identify skill gaps and recurring service or quality issues and partner with Quality, Training, and Operational Excellence teams to implement targeted development plans.* Drive employee engagement, recognition, accountability, and retention initiatives.* Foster a positive, inclusive, and high-performing team culture aligned with company values and customer-centric behaviors.## 4. Continuous Improvement* Lead and support operational improvement initiatives focused on enhancing service quality, customer experience, productivity, and efficiency.* Participate in cross-functional projects, business transformation initiatives, and strategic programs that support organizational objectives.* Identify opportunities for process simplification, automation, and digital transformation.* Support implementation of new technologies, operating models, and customer service enhancements.* Ensure consistent understanding and application of service standards, customer handling principles, and operational procedures across the team.* Lead leadership-assigned initiatives and projects, ensuring progress is tracked, risks are managed, and business outcomes are achieved.* Demonstrate ownership, accountability, and professionalism in delivering business results and customer outcomes.# Requirements & Experience* Bachelor's Degree preferred.* 5-7 years of relevant customer service, operations, or contact center experience.* Minimum 2-3 years of leadership or supervisory experience managing customer service teams.* Experience within the insurance, healthcare, financial services, or other regulated service environments preferred.* Strong understanding of customer service operations, contact center management, workforce planning, service quality, and customer experience management.* Demonstrated analytical skills with the ability to interpret operational data, identify trends, and translate insights into actionable business improvements.* Proven experience driving operational performance through data-driven decision-making.* Exposure to AI-enabled productivity tools, customer service technologies, automation solutions, or digital platforms.* Experience leading projects, process enhancements, operational transformation, or customer experience initiatives.* Proven ability to develop talent, manage performance, coach employees, and support succession planning initiatives.* Strong stakeholder management and influencing skills across multiple functions and levels.* Excellent communication, presentation, organizational, and time-management skills.* Strong problem-solving capabilities with the ability to make sound decisions in a fast-paced environment.* Proficiency in Microsoft Office Suite and operational reporting tools.* Ability to work effectively within a high-volume, customer-focused environment.* Flexible to work rotational shifts and staggered weekends, as required# Core Leadership Competencies* Customer Obsession & Service Excellence* Operational Excellence* People Leadership & Coaching* Talent Development & Succession Planning* Performance & Results Orientation* Data-Driven Decision Making* Strategic & Analytical Thinking* AI & Digital Fluency* Stakeholder Management & Collaboration* Decision Making & Problem Solving* Change Management & Execution* Emotional Intelligence & Professional Judgment