Team Manager Customer Services – Cignavacature ingevuld



Cigna is one of the world’s leading providers of health care, expatriate employee benefits, life, accidental and supplemental health insurance. Headquartered in the US and listed in NYSE, the Company operates in countries across the Americas, Europe, Africa and Asia Pacific.

Cigna Global Health Benefits (CGHB) is an integral part of Cigna’s growing international businesses. Product types include: Medical, Dental, Vision, Life, AD&D, Disability, Travel, etc. sold to groups and individuals. We have approximately 1 million medical members around the world. CGHB Europe (EU) is a regional segment of CGHB; it has approximately 500K medical members.

For our Antwerp operations we are looking for several Team Managers (m/f)




As Team Manager you are responsible for a team of approximately 20-30 employees (2-3 direct reports, rest indirect reports through supervisors), which takes care of the customer service for international clients ( email and phone). You are an excellent people manager who loves working in a fun, dynamic and very international environment and enjoys contact with our clients as well as has a great focus on KPI management.


Your role will be to


  • Motivate individuals and team collectively to achieve agreed work output targets covering productivity, quality and customer satisfaction and closely monitor Key Performance indicators (turn-around time, NPS, customer satisfaction, …)
  • Create a strong employee engagement, inspire your team and grow your team members to the next level
  • Ensure appropriate performance management action, timely recruitment and effective succession planning is in place.
  • Contribute to a large change programme, building a consistent global operations within Cigna
  • Drive customer centric service in all aspects, contribute to improve the customer experience
  • Role model and encourage team members to challenge their day-to-day operations, build a continuous improvement mindset
  • Drive the change process in order to make your process more effective, higher quality output and increasing client satisfaction.
  • Manage effective capacity plans, keeping oversight of staff level requirements. Proactively address and escalate any risks.
  • Manage the implementation of new contracts with the support of the supervisors.
  • Develop/maintain proactive business relationships, both internally and externally to ensure a seamless delivery of service.
  • Be a focal point towards the Sales team, as well as the clients
  • You interact with the senior management to adapt your processes to meet evolving objectives and you have a strategic mindset linked to the processes you are responsible for.
  • Use independent judgement and discretion to review and resolve complex issues.
  • Contribute in achieving departmental and company-wide goals and business plans.




  • Minimum of two years prior Team management experience or other relevant experience.
  • Financial services or Insurance experience is a plus
  • Active language knowledge of at least English (French is a plus)
  • Experience in coaching, managing, developing and motivating individuals
  • Clear experience in driving a team to achieve excellent customer service results through close follow-up of KPIs
  • Experience of leading and implementing change
  • Excellent inter-personal skills
  • Negotiation and influencing skills
  • Action-orientated problem-solving skills / process improvement
  • Excellent organisation, planning and prioritisation skills
  • Strong communication skills: demonstrating drive and enthusiasme
  • Demonstrating flexibility and adaptability to change
  • Result-oriented, able to mobilise the team to achieve key objectives
  • Accountability – assumes ownership for achieving personal results and collective goals
  • Customer oriented
  • Strategic thinking skills



  • Long term assignment in a stimulating international environment with opportunities to grow and learn.
  • Attractive conditions & package.
  • Possibility to work from home 1 day/week.