VP Operations & Client Services

Sedgwick-posted 2 months ago
Full-time • Senior
Dublin, OH
Insurance Carriers and Related Activities
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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. The primary purpose of this role is 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 the 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.

  • 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.
  • Bachelor's degree from an accredited college or university preferred.
  • CPCU, ARM, AIM and/or AIC certifications preferred.
  • 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.
  • Strong technical knowledge of disability and workers compensation claim administration.
  • Demonstrated problem solving skills.
  • Excellent interpersonal and consultative skills.
  • Excellent oral and written communication, including presentation skills.
  • PC literate, including Microsoft Office products.
  • Leadership/management/motivational skills.
  • Analytical and interpretive skills.
  • Strong organizational skills.
  • Excellent negotiation skills.
  • Ability to work in a team environment.
  • Ability to meet or exceed Performance Competencies.
  • Caring culture and work-life balance.
  • Recognition as a Great Place to Work®.
  • Opportunities for career growth.
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