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Global Claims Operations Manager
2 weeks ago
About the Role
We are seeking a highly motivated Global Claims Operations Manager to join our team. As a key member of our leadership group, you will be responsible for ensuring the efficient management of claims entrusted by clients to Sedgwick.
The successful candidate will have strong leadership skills, with experience in managing teams and driving customer outcomes. You will provide coaching and development to colleagues, ensuring they are supported and enabled to perform their roles to performance standards agreed.
You will also be responsible for meeting with clients and/or client account managers to ensure a clear understanding of requirements and expectations is held by the business.
A bachelor's degree in business or economics is desired, but not essential. ANZIIF qualification is also desirable. A minimum of 2 years' experience in leadership and stakeholder/client relationships is required.
Key Accountabilities
- Ensure that colleagues understand the criticality of outcome-focused customer experience and provide coaching consistent with outcomes and not outputs.
- Manage customer complaints received, including updating the client and the Sedgwick Account Manager. Learnings from each complaint to be channelled for continuous improvement.
- Lead and develop direct reports to enable them to deliver to outcomes for client, customer, and the business.
- Provide coaching and development to colleagues through reviewing and auditing work, listening to phone calls and engaging with colleagues through one-on-ones to enable optimum performance.
- Maintain engagement with clients to remain open and aware of clients' requirements and expectations in the delivery of their claims.
- Ensure that client requirements and expectations are delivered by colleagues through oversight and governance of KPIs and SLAs.
- Oversee the day-to-day operation of the team including resourcing, productivity, utilisation, breaks etc.
