Workforce Absence Team Lead Sr

Sedgwick•Southfield, OH

About The Position

The Senior Workforce Absence Team Lead is responsible for overseeing the daily operations of examiners and technical staff managing claims across multiple client programs. This role requires strong client-facing capabilities, strategic oversight, and operational excellence to ensure quality, compliance, and efficiency in claims handling. The Senior Workforce Absence Team Lead serves as a liaison between internal teams and clients, providing technical guidance, mentoring staff, and driving continuous improvement across diverse programs.

Requirements

Six (6) years of related claim experience or equivalent combination of education and experience required, including at least two (2) years of multi-client claims supervisory experience.
Proven experience in claims management and team leadership
Strong client-facing communication and relationship-building skills
Expertise in jurisdictional and technical claims adjudication
Analytical mindset with the ability to interpret data and drive performance improvements
Ability to manage multiple programs with agility and strategic focus
Excellent oral and written communication skills, including presentation skills
PC literate, including Microsoft Office products
Ability to create and complete comprehensive, accurate and constructive written reports
Ability to work in a team environment
Ability to meet or exceed Performance Competencies

Responsibilities

Acts as a primary operational contact for clients across multiple programs.
Leads and participates in client meetings (weekly, monthly, quarterly) to support project initiatives and strategic alignment.
Maintains proactive communication, manage claim inquiries, and track action items to ensure timely resolution.
Prepares formal correspondence, summaries, and recommendations to support client needs.
Supervises a team of examiners and/or technical staff, ensuring balanced workloads and high performance.
Provides technical and jurisdictional guidance, especially on complex or high-exposure claims.
Monitors claim coding and documentation accuracy; ensure consistent quality across programs.
Delivers training, mentorship, and performance feedback to support team development.
Reviews and analyzes management reports to identify trends and performance gaps.
Conducts quality audits to ensure compliance with service standards and contractual obligations.
Oversees claim processes and ensure updates are reflected in client communications and documentation.
Develops and implements action plans to address operational challenges and improve outcomes.
Tracks team performance against KPIs and service guarantees.
Prepares and presents reports on claims trends, operational metrics, and improvement initiatives.
Supports stewardship efforts by contributing to client-facing performance reviews and ensuring program alignment.
Performs other duties as assigned.
Travels as required.
Provides support, guidance, leadership and motivation to promote maximum performance for two or more colleagues.
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.