Vp Care Team Operations

Taking care of people is at the heart of everything we do, and we start by taking care of you, our valued colleague. A career at Sedgwick means experiencing our culture of caring. It means having flexibility and time for all the things that are important to you. It’s an opportunity to do something meaningful, each and every day. It’s having support for your mental, physical, financial and professional needs. It means sharpening your skills and growing your career. And it means working in an environment that celebrates diversity and is fair and inclusive.

A career at Sedgwick is where passion meets purpose to make a positive impact on the world through the people and organizations we serve. If you are someone who is driven to make a difference, who enjoys a challenge and above all, if you’re someone who cares, there’s a place for you here. Join us and contribute to Sedgwick being a great place to work.

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VP Care Team Operations

PRIMARY PURPOSE: To provide leadership, direction, and functional expertise on complex projects, initiatives, and daily operations for Sedgwick’s Care Team supporting disability, leave, casualty, liability, or property claims organizations; to provide strategic leadership for assigned Care Team operational team and closely partner with claims leadership team to identify and prioritize objectives focused on service delivery for assigned clients/customers.

ESSENTIAL FUNCTIONS And RESPONSIBILITIES

Develops and executes strategic initiatives and procedures in partnership with claims operations leadership teams, which have substantial impact in reducing customer effort/enhancing customer experience, improving claims handling processes, and successfully meeting business operating priorities; partners with internal stakeholders to ensure overall risk, service, and administrative practices are delivered effectively.

Directs/executes approved strategy decisions; establishes and implements priorities, performance goals, and objectives to ensure departmental results and enhance the capability for assigned area(s) of responsibility (up to 1000 indirect reports).

Partners with Care Team and claims operations support teams to develop and implement process improvements that significantly improve quality across the team, department, and/or business unit for assigned area(s) of responsibility.

Ensures direct reports understand and can articulate client needs, processes, and practices of the business unit, and can deliver KPI outcomes consistent with expectations of the enterprise, business unit, and the customers served.

Leads, inspires, and motivates colleagues to deliver exceptional service outcomes (quantitative and qualitative) to internal and external clients served.

Builds on existing relationships, establishes environment of trust, and inspires teamwork to encourage skill building and risk taking.

Delivers well-structured and impactful business reports and presentations to senior and executive leadership internally and client leadership/decision makers.

ADDITIONAL FUNCTIONS And RESPONSIBILITIES

Performs other duties as assigned.

Travels as required.

Supervisory Responsibilities

Administers company personnel policies in all areas and follows company staffing standards and training recommendations.

Interviews, hires and establishes colleague performance development plans; conducts colleague performance discussions.

Provides support, guidance, leadership and motivation to promote maximum performance.

Plans for staffing needs including succession, bench-strength, and new business.

Qualifications

Education & Licensing: Property and Casualty

Bachelor's degree from an accredited college or university preferred.

Experience

Ten (10) years of contact center/customer experience related to this position to include five (5) years of property and casualty work experience in a leadership role and a demonstrated track record of consistently meeting and/or exceeding performance expectations or equivalent combination of education and experience required.

Skills & Knowledge

Proficiency in current technology tools for contact center management, reporting tools, common office applications, and presentation software.

Ability to drive performance targets to completion.

Strong oral and written communication, including presentation skills.

PC literate, including Microsoft Office products.

Leadership/management/motivational skills

Ability to operate effectively and decisively in a high-level business environment.

Ability to meet or exceed Performance Competencies

WORK ENVIRONMENT

When applicable and appropriate, consideration will be given to reasonable accommodations.

Mental: Clear and conceptual thinking ability; excellent judgment, troubleshooting, problem solving, analysis, and discretion; ability to handle work-related stress; ability to handle multiple priorities simultaneously; and ability to meet deadlines

Physical: Computer keyboarding, travel as required

Auditory/Visual: Hearing, vision and talking.

NOTE: Credit security clearance, confirmed via a background credit check, is required for this position.

The statements contained in this document are intended to describe the general nature and level of work being performed by a colleague assigned to this description. They are not intended to constitute a comprehensive list of functions, duties, or local variances. Management retains the discretion to add or to change the duties of the position at any time.

Sedgwick is an Equal Opportunity Employer and a Drug-Free Workplace.

If you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, consider applying for it anyway! Sedgwick is building a diverse, equitable, and inclusive workplace and recognizes that each person possesses a unique combination of skills, knowledge, and experience. You may be just the right candidate for this or other roles.