{"id":100450,"date":"2026-07-10T19:43:23","date_gmt":"2026-07-10T19:43:23","guid":{"rendered":"https:\/\/jobs.dataaxisnode.com\/kenya\/uncategorized\/senior-supervisor-customer-service-ghb-europe\/"},"modified":"2026-07-10T19:43:23","modified_gmt":"2026-07-10T19:43:23","slug":"senior-supervisor-customer-service-ghb-europe","status":"publish","type":"post","link":"https:\/\/jobs.dataaxisnode.com\/kenya\/jobs\/nairobi\/senior-supervisor-customer-service-ghb-europe\/","title":{"rendered":"Senior Supervisor Customer Service GHB Europe"},"content":{"rendered":"<p><script type=\"application\/ld+json\">{\"@context\": \"https:\/\/schema.org\/\", \"@type\": \"JobPosting\", \"title\": \"Senior Supervisor Customer Service GHB Europe\", \"description\": \"Role Overview\\nAs a Senior Supervisor \u2013 Customer Service, you will lead a team of Supervisors and frontline colleagues to deliver high-quality, customer-centric service across multiple channels. You are accountable for operational performance, team engagement, and continuous improvement, while supporting strategic transformation initiatives and business growth.\\nYou will act as a key operational leader, translating business priorities into execution, driving efficiency, and ensuring a consistent, high-quality customer experience.\\nThis role reports to the Head of Customer Service \/ Operational Leader.\\nKey Responsibilities\\nOperational Delivery & Performance\\nOwn delivery of KPIs, SLAs, quality, and customer experience metrics incl. NPS\\nOversee capacity, workload, and resource allocation across teams\\nAnalyze performance data to identify risks and improvement opportunities\\nDrive recovery plans where performance gaps are identified\\nEmbed standardized processes, controls, and quality frameworks\\nCustomer Experience & Service Excellence\\nChampion a customer-first mindset across all teams\\nMonitor customer feedback, complaints, and service trends\\nOwn and resolve high-level customer and stakeholder escalations\\nEnsure consistent delivery of high-quality, repeatable service experiences\\nPeople Leadership & Engagement\\nLead, coach, and develop Supervisors and frontline staff 15\u201360 FTE\\nDrive a high-performance and engagement culture eNPS, retention, development\\nConduct performance management, succession planning, and talent development\\nLead recruitment, onboarding, and capability building in collaboration with HR\/L&D\\nFacilitate regular 1:1s, team meetings, and feedback loops\\nContinuous Improvement & Transformation\\nLead and support operational improvement initiatives and transformation projects\\nUse data and process insights to drive efficiency, quality, and cost OPEX improvements\\nPromote a culture of problem-solving and continuous improvement at team level\\nContribute to broader strategic initiatives and operational roadmap delivery\\nStakeholder Management & Collaboration\\nAct as primary operational contact for your function\\nBuild strong relationships with internal teams, external partners, and vendors\\nRepresent the function in client interactions and cross-functional forums\\nEnsure alignment with broader customer journey and business objectives\\nGovernance, Risk & Reporting\\nEnsure compliance with internal policies, audit standards e.g. quality, ISO, and risk controls\\nProduce performance reporting, dashboards, and insights for leadership\\nMonitor trends, identify root causes, and track impact of changes\\nProactively identify and mitigate operational and compliance risks\\nExperience & Qualifications\\n3+ years\u2019 experience leading operational teams in customer service \/ service environment\\nProven track record of:\\nDelivering KPIs and operational results\\nManaging resource planning and recovery plans\\nLeading people engagement and development initiatives\\nExperience in customer service and\/or insurance preferred\\nExperience leading projects efficiency, quality, or cost improvement\\nDegree\/Diploma is a related field\\nSkills & Capabilities\\nStrong stakeholder management and communication skills\\nData-driven decision making Excel, dashboards, qualitative data\\nProblem-solving, process improvement, and analytical thinking\\nStrong organizational, planning, and prioritization skills\\nAbility to lead through change and ambiguity\\nLeadership Behaviours\\nResults-driven and accountable\\nCustomer-focused with continuous improvement mindset\\nHigh integrity, professionalism, and collaboration\\nResilient, proactive, and adaptable\\nEngaging leader who builds inclusive, high-performing teams\\nKey Competencies\\nLeading Teams & Driving Engagement\\nCustomer Focus & Service Excellence\\nDecision Quality & Data-Informed Thinking\\nManaging Ambiguity & Change\\nCollaboration & Communication Impact\\nAction-Oriented Problem Solving\", \"datePosted\": \"2026-07-09\", \"hiringOrganization\": {\"@type\": \"Organization\", \"name\": \"Cigna\"}, \"jobLocation\": {\"@type\": \"Place\", \"address\": {\"@type\": \"PostalAddress\", \"addressLocality\": \"Nairobi\", \"addressCountry\": \"KE\"}}, \"directApply\": true, \"validThrough\": \"2026-07-23T23:59:59\", \"employmentType\": \"FULL_TIME\"}<\/script><\/p>\n<p><strong>Company:<\/strong> Cigna<\/p>\n<p><strong>Location:<\/strong> Nairobi<\/p>\n<p><strong>Job Type:<\/strong> Full Time<\/p>\n<p><strong>Apply Before:<\/strong> 2026-07-23<\/p>\n<h3>Job Description<\/h3>\n<p>Role Overview<br \/>As a Senior Supervisor \u2013 Customer Service, you will lead a team of Supervisors and frontline colleagues to deliver high-quality, customer-centric service across multiple channels. You are accountable for operational performance, team engagement, and continuous improvement, while supporting strategic transformation initiatives and business growth.<br \/>You will act as a key operational leader, translating business priorities into execution, driving efficiency, and ensuring a consistent, high-quality customer experience.<br \/>This role reports to the Head of Customer Service \/ Operational Leader.<br \/>Key Responsibilities<br \/>Operational Delivery &#038; Performance<br \/>Own delivery of KPIs, SLAs, quality, and customer experience metrics incl. NPS<br \/>Oversee capacity, workload, and resource allocation across teams<br \/>Analyze performance data to identify risks and improvement opportunities<br \/>Drive recovery plans where performance gaps are identified<br \/>Embed standardized processes, controls, and quality frameworks<br \/>Customer Experience &#038; Service Excellence<br \/>Champion a customer-first mindset across all teams<br \/>Monitor customer feedback, complaints, and service trends<br \/>Own and resolve high-level customer and stakeholder escalations<br \/>Ensure consistent delivery of high-quality, repeatable service experiences<br \/>People Leadership &#038; Engagement<br \/>Lead, coach, and develop Supervisors and frontline staff 15\u201360 FTE<br \/>Drive a high-performance and engagement culture eNPS, retention, development<br \/>Conduct performance management, succession planning, and talent development<br \/>Lead recruitment, onboarding, and capability building in collaboration with HR\/L&#038;D<br \/>Facilitate regular 1:1s, team meetings, and feedback loops<br \/>Continuous Improvement &#038; Transformation<br \/>Lead and support operational improvement initiatives and transformation projects<br \/>Use data and process insights to drive efficiency, quality, and cost OPEX improvements<br \/>Promote a culture of problem-solving and continuous improvement at team level<br \/>Contribute to broader strategic initiatives and operational roadmap delivery<br \/>Stakeholder Management &#038; Collaboration<br \/>Act as primary operational contact for your function<br \/>Build strong relationships with internal teams, external partners, and vendors<br \/>Represent the function in client interactions and cross-functional forums<br \/>Ensure alignment with broader customer journey and business objectives<br \/>Governance, Risk &#038; Reporting<br \/>Ensure compliance with internal policies, audit standards e.g. quality, ISO, and risk controls<br \/>Produce performance reporting, dashboards, and insights for leadership<br \/>Monitor trends, identify root causes, and track impact of changes<br \/>Proactively identify and mitigate operational and compliance risks<br \/>Experience &#038; Qualifications<br \/>3+ years\u2019 experience leading operational teams in customer service \/ service environment<br \/>Proven track record of:<br \/>Delivering KPIs and operational results<br \/>Managing resource planning and recovery plans<br \/>Leading people engagement and development initiatives<br \/>Experience in customer service and\/or insurance preferred<br \/>Experience leading projects efficiency, quality, or cost improvement<br \/>Degree\/Diploma is a related field<br \/>Skills &#038; Capabilities<br \/>Strong stakeholder management and communication skills<br \/>Data-driven decision making Excel, dashboards, qualitative data<br \/>Problem-solving, process improvement, and analytical thinking<br \/>Strong organizational, planning, and prioritization skills<br \/>Ability to lead through change and ambiguity<br \/>Leadership Behaviours<br \/>Results-driven and accountable<br \/>Customer-focused with continuous improvement mindset<br \/>High integrity, professionalism, and collaboration<br \/>Resilient, proactive, and adaptable<br \/>Engaging leader who builds inclusive, high-performing teams<br \/>Key Competencies<br \/>Leading Teams &#038; Driving Engagement<br \/>Customer Focus &#038; Service Excellence<br \/>Decision Quality &#038; Data-Informed Thinking<br \/>Managing Ambiguity &#038; Change<br \/>Collaboration &#038; Communication Impact<br \/>Action-Oriented Problem Solving<\/p>\n<h3>How to Apply<\/h3>\n<p>Interested and qualified? Go to Cigna on jobs.thecignagroup.com to apply<br \/>Build your CV for free. Download in different templates.<\/p>\n<p><a href=\"https:\/\/www.myjobmag.co.ke\/apply-now\/1274829\" target=\"_blank\" rel=\"noopener\" style=\"display:inline-block;padding:10px 20px;background:#2271b1;color:#fff;text-decoration:none;border-radius:4px;\">Apply Now<\/a><\/p>\n<p><small>Source: MyJobMag<\/small><\/p>\n<p><!-- job-expiry: 2026-07-23 --><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Company: Cigna Location: Nairobi Job Type: Full Time Apply Before: 2026-07-23 Job Description Role OverviewAs a Senior Supervisor \u2013 Customer Service, you will lead a team of Supervisors and frontline colleagues to deliver high-quality, customer-centric service across multiple channels. You are accountable for operational performance, team engagement, and continuous improvement, while supporting strategic transformation initiatives [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_jetpack_feature_clip_id":0,"_jetpack_memberships_contains_paid_content":false,"footnotes":"","jetpack_post_was_ever_published":false},"categories":[1408,1409],"tags":[1560,1425,1413,1412],"class_list":["post-100450","post","type-post","status-publish","format-standard","hentry","category-jobs","category-nairobi","tag-cigna","tag-full-time","tag-job-listing","tag-myjobmag"],"jetpack_featured_media_url":"","jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/posts\/100450","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/comments?post=100450"}],"version-history":[{"count":0,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/posts\/100450\/revisions"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/media?parent=100450"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/categories?post=100450"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/tags?post=100450"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}