PSO Supervisor Claims

Cigna; Kuala Lumpur; On-site; MYR 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a Claims Supervisor to lead a dynamic team of Claims Analysts. This role emphasizes coaching and developing team members to ensure high-quality, customer-centric service. You will manage workloads, monitor performance metrics, and foster a culture of continuous improvement. With a focus on innovative strategies and strong stakeholder relationships, this position offers a unique opportunity to drive growth and enhance service delivery within a global organization. Join us in making a difference in the lives of our clients and members.

Benefits

Competitive salary

Attractive benefits package

Dynamic work culture

Opportunities for innovation

Qualifications

• Minimum 2 years of leadership experience in a similar role.
• Strong communication and presentation skills.

Responsibilities

• Manage and assess inventory levels and allocate workloads.
• Drive team motivation to achieve productivity and quality KPIs.

Skills

Leadership

Coaching

Customer Service Improvement

Communication Skills

Problem Solving

Organizational Skills

Education

Bachelor's Degree

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

Microsoft PowerPoint

Job description

As a Claims Supervisor, you will support the Team Manager in overseeing a team of Claims Analysts. This role focuses on developing and coaching the team to deliver a high-quality, customer-centric service.

Key Responsibilities:

• Manage and assess inventory levels, allocate workloads, and plan staffing to optimize performance.
• Monitor productivity, quality, and customer satisfaction KPIs; drive team motivation to achieve targets. Participation in KPI meetings is encouraged.
• Recommend and implement innovative strategies to boost efficiency and elevate customer service standards.
• Proactively identify and act on process improvement opportunities; share ideas for business innovation.
• Oversee capacity planning and manage team absences in coordination with HR.
• Foster strong employee engagement through daily oversight, coaching, conflict management, training, and wellbeing initiatives.
• Drive performance through regular coaching and timely performance management interventions.
• Conduct quarterly check-in conversations with all team members to support development.
• Champion a culture of continuous improvement; implement new ways of working aligned with the Claims Strategy.
• Take ownership of escalated claims; provide updates and resolutions to the Team Manager.
• Escalate operational risks proactively and appropriately.
• Build and maintain strong internal and external stakeholder relationships; encourage team collaboration (e.g., Cigna Links).
• Optionally serve as SPOC (Single Point of Contact) for clients/accounts if needed.
• Represent the organization in client meetings, stakeholder engagements, or during leadership absences.
• Co-lead new client implementations, renewals, or changes for assigned business areas in collaboration with SMEs.
• Process claims or assist with financial verifications as required.

Your Profile:

• Proven track record of strong performance.
• Minimum 2 years of leadership experience in a similar role or function.
• Demonstrated ability and passion for coaching and developing others.
• Experience in managing complaints and driving improvements in customer service.
• Strong communication and presentation skills; proficient in Microsoft Word, Excel, Outlook, and PowerPoint.
• Growth mindset with adaptability to change; actively supports and leads change initiatives.
• Excellent interpersonal and listening skills, with strong empathy and clarity in communication.
• Committed to delivering exceptional service to members, clients, and providers.
• Ability to build and lead a collaborative, high-performing team.
• Action-oriented with strong problem-solving capabilities.
• Excellent organizational, planning, and prioritization skills.
• Comfortable managing complex, sensitive matters with sound judgment.
• Results-oriented with the ability to translate goals into actionable plans and measurable outcomes.
• Accountable and ownership-driven, both individually and for the team.

Our Offer:

• A rewarding role in a global and growing organization.
• A dynamic, entrepreneurial work culture that values initiative and innovation.
• Competitive salary and attractive benefits package.

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.