VP Operations & Client Services

VP Operations & Client Services

By joining Sedgwick, you'll be part of something truly meaningful. It's what our 33,000 colleagues do every day for people around the world who are facing the unexpected. We invite you to grow your career with us, experience our caring culture, and enjoy work-life balance. Here, there's no limit to what you can achieve.

Newsweek Recognizes Sedgwick as America's Greatest Workplaces National Top Companies

Certified as a Great Place to Work

Fortune Best Workplaces in Financial Services & Insurance

Primary Purpose : To oversee Integrated Services technical and operational functions within assigned offices including compliance with company standards, industry best practices, and client services; to ensure consistent delivery of disability / workers compensation / general liability services including direct operational responsibility of a company office in the location where manager resides; to handle the staffing and training needs, staff development, and career and succession planning; to oversee budget preparation for assigned offices; to determine account management strategies related to client service plans; and to oversee retention of existing clients, customer satisfaction, client surveys and complex service models.

Essential Functions and Responsibilities

• Oversees Integrated Services operations and program management for a specific large client or area.
• Establishes policy and procedures to assure compliance to best practices, claims management services standards, state regulations and client service requirements.
• Establishes business plan with goals and objectives for assigned area and locations / offices.
• Monitors management reports relating to assigned area / office performance.
• Assists with the coordination of sales and client service efforts.
• Provides stewardship reporting to clients; identifies and educates clients on issues and trends impacting programs.
• Conducts pre-renewal visits reviewing client loss experience and general company performance; reviews and identifies areas of potential improvement in order to ensure satisfied clients.
• Performs client renewal, contract revision and Client Service Instruction preparation for complex programs.
• Negotiates changes or improvements to service plan.
• Facilitates the reduction of process barriers, technology constraints or resource constraints by directing and influencing the activities of other internal departments such as information technology, operations and business development.
• Coordinates client invoicing, audits and accounts receivable follow up for assigned clients.
• Resolves all major customer service issues.

Additional Functions and Responsibilities

Supervisory Responsibilities

Qualifications

Education & Licensing Bachelor's degree from an accredited college or university preferred. CPCU, ARM, AIM and / or AIC certifications preferred. Licenses as required.

Experience Ten (10) years of related experience or equivalent combination of education and experience required to include six (6) years claims management experience and one (1) year of supervisory experience.

Skills & Knowledge

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

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.