Jobs / Malaysia / Cigna Health And Life Insurance Company
Customer Service Supervisor - Cigna Healthcare
Cigna Health And Life Insurance Company · 🌍 Kuala Lumpur, Malaysia
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Sponsor Radar — Cigna Health And Life Insurance Company
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About the role
Position Customer Service Supervisor Reporting To Operations Manager Job Purpose The 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.