About Cigna HealthcareCigna Healthcare is a global health service company dedicated to transforming healthcare. With roots in the U.S. and operations in over 30 countries, we serve more than 180 million customers and patients worldwide. Ranked 13th on the Fortune 500 in 2025, Cigna is recognized as one of the most trusted and influential names in the industry.Our mission is to improve the health, well-being, and peace of mind of those we serve.You’ll join a globally recognized organization where trust, clear communication, and a positive culture shape how we work. Our leaders are consistent, approachable, and supportive, helping you maintain balance while doing meaningful work.We look for people who thrive in collaborative environments, care about meaningful change, and want to grow in a company that puts people first. At Cigna Healthcare, your work contributes to better care experiences and supports customers through important moments in their lives.About the RoleAs a GIH Team Leader in Greenock, you’ll lead a team of approximately 12 Customer Service Representatives, helping them deliver strong customer outcomes and meet operational performance goals.You’ll work in a fast-paced, evolving environment where priorities may change, customer needs can be time-sensitive, and follow-through is important. You’ll support your team through coaching, engagement, performance management, and day-to-day leadership.What You’ll DoLead, coach, and support a team of Customer Service Representatives to deliver consistent service, quality, productivity, and customer satisfaction outcomes.Help your team meet operational KPIs by using performance insights, clear communication, and practical coaching.Manage escalations, calls, and meetings with professionalism, helping to resolve issues and improve the customer experience.Identify opportunities to improve processes, support innovation, and work with the management team to implement and measure new initiatives.Build strong employee engagement through regular support, motivation, conflict resolution, training, and involvement in daily team activity.Act as a single point of contact for specific clients or accounts when required, supporting client visits, stakeholder meetings, and partner discussions.Manage competing priorities across two rotational shifts, including a working window between 01:00pm and 04:30am IST and virtual weekend support.What You’ll BringAt least 2 years of relevant leadership experience in international voice or similar customer service functions or companies.Experience coaching, managing, motivating, and developing individuals.A strong performance track record in a leadership role.Experience handling conflict, complaints, and escalated customer situations.An international mindset, with the ability to collaborate effectively across locations.Strong communication, presentation, organization, and prioritization skills.SkillsSoft SkillsClear and confident communicationEmpathy and strong interpersonal skillsAdaptability in a changing environmentPractical problem-solving and sound judgementAbility to support engagement, collaboration, and team developmentPersistence in seeing work through to completionTechnical / Functional SkillsCustomer service leadershipPerformance and KPI managementCoaching and mentoringComplaint and escalation managementProcess improvementMicrosoft Office proficiencyData-informed decision-makingNice to HaveHealthcare experienceExperience supporting international customer service teamsExperience acting as a client or account point of contactExperience supporting change management or new initiativesWhy Join UsCompetitive salary and the opportunity to contribute to meaningful work in international healthcare.A multicultural and hybrid working environment where collaboration and clear communication are valued.Private Medical Insurance and Employee Wellbeing Benefits to support your health and wellbeing.Access to an Educational Development Program to support your continued learning and growth.About Cigna HealthcareCigna 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.Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) 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.If you require reasonable accommodation in completing the online application process, please email: SeeYourselfEMEA@cigna.com for support. Do not email SeeYourselfEMEA@cigna.com for an update on your application or to provide your resume as you will not receive a response.