Service Team Leader Moen
Wellington, New Zealand
2d ago

It's fun to work in a company where people truly BELIEVE in what they are doing!

We're committed to bringing passion and customer focus to the business.

Cigna NZ is a leading specialist provider of insurance products and services including life insurance, funeral insurance, income protection insurance, accidental death insurance, serious illness insurance and travel insurance.

We are part of Cigna Corporation, a fortune 500 company and one of the world’s largest publicly-owned companies, which opens up opportunities to collaborate with colleagues operating in a diverse range of markets all around the world.

Reporting to the Contact Centre Care Manager, the purpose of the Service Team Leader is to manage and lead the team to success including work from home employees, achieving KPIs and supporting the overall business with change and process improvements.

Consistently delivering excellent coaching, mentoring and keeping your people and customers at the heart of what you do every day.

Continually look after the teams learning, development and career opportunities and be a champion for the customer on every call.

The Inbound Service Team at Cigna is responsible for servicing existing Cigna policies and its Partners and is a Monday Friday operation.

Role Competency Requirements :

Customer Focus

  • Is dedicated to meeting the expectations and requirements of internal and external customers
  • Gets first-hand customer information and uses it for improvements in products and services
  • Acts with customers in mind
  • Establishes and maintains effective relationships with customers and gains their trust and respect
  • Delivers a program of training that contributes to better retention rates
  • Informing

  • Provides the knowledge people need to know to do their jobs
  • Lets people know the information they need to feel good about being a member of the team, unit, and / or the organization
  • Provides all related facts and opinions so people can make good decisions
  • Is timely with information
  • Interpersonal Savvy

  • Relates well to all kinds of people up, down, and sideways, inside and outside the organization
  • Builds appropriate rapport
  • Builds constructive and effective relationships
  • Uses diplomacy and tact
  • Can diffuse even high-tension situations comfortably
  • Motivating Others

  • Can motivate many kinds of people, including direct reports, peers, team members, senior management and customers
  • Can assess each person's hot button and use it to get the best out of him / her
  • Empowers others
  • Invites input from each person and shares ownership and visibility
  • Makes each individual feel his / her work is important
  • Is someone people like working for and with
  • Creates a climate in which people want to do their best
  • Pushes tasks and decisions down
  • Priority Setting

  • Spends his / her time on what's important
  • Quickly zeros in on the critical few and puts the trivial many aside
  • Can quickly sense what will help or hinder accomplishing a goal
  • Eliminates roadblocks
  • Creates focus
  • Experience / Education / Role Requirements

  • University Entrance or equivalent qualification (preferred).
  • 2 5 years service working experience.
  • 1 2 years Team Leader experience.
  • Proven performance in Team Leader outbound and / or inbound or customer services, including the recruitment, coaching and development of staff performance.
  • Financial services and / or insurance industry working experience (preferred).
  • Training and development facilitation and delivery experience (preferred).
  • Proficient in MS Office suite of products and advanced Excel

    Qualified applicants will be considered without regard to race, color, age, disability, sex (including pregnancy), childbirth or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.

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