Global Health Business (GHB) Europe Operations Manager
YOUR JOB
As a Operations Manager, you will hold a senior leadership role with responsibility for overseeing multifunctional operational teams and acting as the primary focal point for Global Health Business (GHB) Europe Operations staff based in Nairobi. You will manage end to end service delivery, ensure strong operational performance, and support a high-quality colleague experience across all teams aligned to GHB Europe.
You will matrix lead a large team (typically +100 FTE, supported by Senior Supervisors and Supervisors), ensuring day to day operations run effectively while also driving longer term operational improvements. With an agile, customer centric mindset, you will translate strategic direction into operational execution, enable cross functional alignment, and support the successful integration of Nairobi teams into the wider GHB Europe operating model.
This role reports to a Head of GHB Europe Operations.
KEY RESPONSIBILITIES
1. Operational Leadership
- Oversee daily operational delivery across multiple functions aligned to the GHB Europe organisation.
- Ensure productivity, TAT, accuracy, and customer satisfaction metrics are consistently met.
- Monitor staffing, capacity, service levels, volume trends, and operational risks, escalating when required.
- Drive operational discipline through standard processes, governance frameworks, and continuous improvement practices.
2. Nairobi Focal Point – Cross Functional Support
- Serve as the primary operational and cultural liaison for all GHB Europe staff located in Nairobi, ensuring alignment with EU operational expectations.
- Ensure European processes, service standards, and quality frameworks are fully embedded locally.
- Act as the bridge between Nairobi teams and Madrid, UK & Bangalore departments (Claims, Eligibility, Partnerships, Client Support, Onboarding, etc.).
- Coordinate cross site alignment sessions, sharing best practices and ensuring consistent communication flow.
3. People Leadership
- Lead, coach, and empower Senior Supervisors and people leaders to drive high performance across teams.
- Oversee performance management, development planning, and succession pipeline for all levels.
- Build a positive, inclusive, and engaging team culture that reflects GHB Europe values.
- Support recruitment, onboarding, skills development, and talent retention for Nairobi based teams.
4. Strategic Implementation & Change Support
- Translate departmental strategy into clear local delivery plans for Nairobi teams.
- Support operational transformation initiatives, piloting improvements and scaling successful solutions.
- Identify and implement opportunities to enhance service proposition, efficiency, and end to end workflows.
- Encourage innovation and build a culture of continuous improvement.
5. Collaboration & Stakeholder Management
- Partner closely with Global functional leaders, ensuring Nairobi teams deliver in line with expectations.
- Support cross functional collaboration across Claims, Admin, Partnerships, Comms, Client Support, and other operational areas.
- Act as a trusted advisor and escalation point for both Nairobi and Global leadership teams.
- Participate in leadership forums, strategic reviews, operational meetings, and planning cycles.
6. Reporting, Insights & Governance
- Produce clear and accurate operational reporting, highlighting trends, risks, insights, and recommended actions.
- Ensure adherence to compliance, audit, risk management, and operational control frameworks.
- Use data insights to challenge teams, identify improvement areas, and support decision making.
- Quantify operational impacts of initiatives and changes to inform leadership discussions.
YOUR PROFILE
Experience and Qualification
- Minimum 5+ years leading large operational teams within a customer centric, serviced riven, or shared services environment.
- Experience managing multi‑functional teams and working in matrixed global organisations is a key requirement.
- Demonstrated success in people leadership, operational performance management, and strategic implementation.
- Strong background in driving efficiency, delivering service excellence, and leading continuous improvement.
- Bachelor’s degree required. Diploma in insurance is a plus.
Skills & Capabilities
- Excellent communicator with the ability to engage multiple stakeholder groups across geography and function.
- Strong analytical skills, with proficiency in Excel, dashboards, and data driven decision making.
- Skilled in problem solving, process improvement, and change leadership.
- Strong organisational planning, workload prioritisation, and operational governance capabilities.
- Ability to lead through ambiguity, building clarity and alignment across diverse teams.
Behaviours
- Results driven, accountable, and committed to performance excellence.
- Customer focused mindset with high attention to service quality.
- Collaborative, inclusive, and confident influencing across cultures and functions.
- Flexible, adaptable, and resilient in dynamic and evolving environments.
- Demonstrates leadership presence and builds trust at all levels.
KEY COMPETENCIES
- Leading Leaders
- Operational Excellence
- Stakeholder Management
- Building Effective Teams
- Strategic Execution
- Customer Focus
- Data Driven Decision Making
- Talent Development
- Managing Ambiguity
- Driving Engagement
About Cigna Healthcare
Cigna 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.