AVP Care Team Operations

AVP Care Team Operations

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 provide leadership, direction, and functional expertise on complex projects, initiatives, and daily operations for a dedicated call center; to provide strategic leadership for call center operational team and closely partner with claims leadership teams 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 disability and leave 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.
• Partners with 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 :

Supervisory Responsibilities :

Qualifications :

Education & Licensing : Bachelor's degree from an accredited college or university preferred.

Experience : Eight (8) years of contact center / customer experience related to this position or equivalent combination of education and experience required to include four (4) years of comparable work experience in a leadership role and a demonstrated track record of consistently meeting and / or exceeding performance expectations.

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

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.

As required by law, Sedgwick provides a reasonable range of compensation for roles that may be hired in jurisdictions requiring pay transparency in job postings. Actual compensation is influenced by a wide range of factors including but not limited to skill set, level of experience, and cost of specific location. For the jurisdiction noted in this job posting only, the range of starting pay for this role is $135,000.00 - $150,000.00 USD Annual. A comprehensive benefits package is offered including but not limited to, medical, dental, vision, 401k and matching, PTO, disability and life insurance, employee assistance, flexible spending or health savings account, and other additional voluntary benefits.

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

Consider Applying

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.