AVP Care Team Operations

Sedgwick • Southfield, MI

12d • $135,000 - $150,000 • Hybrid

About The Position

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 AVP Care Team Operations Our teams connect! We collaborate onsite and have a hybrid work arrangement. All candidates must live near one of our centers of excellence: Dubuque, IA : 4141 Westmark Drive, Dubuque, IA 52002 Dublin, OH : 5500 Glendon Court Dublin OH 43016 New Albany, OH : 7795 Walton Parkway New Albany, OH 43054 Irving, TX : 2201 W. Royal Lane Suite 125 Irving, TX 75063 Memphis, TN : 8125 Sedgwick Way, Memphis TN 38125 Southfield, MI : 300 Galleria Officentre Southfield MI 48034 Orlando, FL : 12650 Ingenuity Dr Orlando FL 32826 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.

Requirements

• Bachelor's degree from an accredited college or university preferred.
• 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.
• 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 work in a team environment
• Ability to meet or exceed Performance Competencies
• 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
• Computer keyboarding, travel as required
• Hearing, vision and talking
• Credit security clearance, confirmed via a background credit check, is required for this position.

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.
• Performs other duties as assigned.
• Travels as required.
• 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.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees