Commercial Leader, Digital First

Taking care of people is at the heart of everything we do, and we start by taking care of you, our valued colleague. A career at Sedgwick means experiencing our culture of caring. It means having flexibility and time for all the things that are important to you. It’s an opportunity to do something meaningful, each and every day. It’s having support for your mental, physical, financial and professional needs. It means sharpening your skills and growing your career. And it means working in an environment that celebrates diversity and is fair and inclusive.

A career at Sedgwick is where passion meets purpose to make a positive impact on the world through the people and organizations we serve. If you are someone who is driven to make a difference, who enjoys a challenge and above all, if you’re someone who cares, there’s a place for you here. Join us and contribute to Sedgwick being a great place to work.

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Commercial Leader, Digital First - Property

As the Commercial Leader, Digital First - Property, you will be responsible for the growth, performance, and continuous improvement of the Commercial Loss Digital Adjusting Claims. In this role, you will lead a skilled team of digital commercial loss adjusters, driving innovation and excellence in our claims management processes.

**What are my accountabilities? '**
- Ensure that colleagues understand the criticality of outcome-focused customer experience and provide coaching consistent with outcomes, not outputs.
- Manage customer complaints, including updating the client and the Sedgwick Account Manager, and channel learnings from each complaint for continuous improvement. Regularly review customer survey feedback to identify learnings and areas of improvement.
- Lead and develop direct reports to deliver outcomes for clients, customers, and the business. Provide coaching and development through work reviews, call audits, and one-on-one engagements to ensure optimal performance.
- Create a supportive work environment that enables excellent customer experience and colleague growth. Conduct performance reviews by setting targets, providing feedback, and establishing appropriate KPIs.
- Collaborate with the Commercial Leader, Digital First Claims to meet with clients and/or client account managers, ensuring a clear understanding of requirements and expectations. Maintain engagement with clients to stay aware of their needs in claim delivery.
- Ensure client requirements and expectations are met by overseeing and governing KPIs and SLAs. Meet with clients to discuss performance outcomes and address any concerns, ensuring compliance with client, regulatory, and compliance requirements.
- Manage resourcing requirements based on workflow volumes, consulting with peers and direct managers for additional support as needed. Ensure internal financial measures are met, technology solutions are aligned with client and customer outcomes and analyse key metrics to recommend corrective actions.

**About you**:

- Sound knowledge of property claims, preferably in commercial property.
- Curious mindset with the drive to make process improvements using digital technology.
- Relevant tertiary qualifications (e.g., Business, Insurance, or Law).
- Desirable ANZIIF Qualification in Loss Adjusting or international equivalent.
- Experience in leading a national team.
- Effective communication skills, both written and spoken.
- Passion for providing great customer service and engaging with a variety of people.
- Self-motivated, with good time-management and organizational skills.

**Caring Counts**:
It's at the heart of everything we do, and we show we care by living our five core values: Caring, Empathy, Accountability, Inclusion, Collaboration and Growth.

**Interested in this opportunity? Please click APPLY and upload an up-to-date copy of your CV**

**Why Sedgwick?**

Sedgwick is a leading global provider of technology-enabled risk, benefits, and integrated business solutions. We are committed to providing excellent service to our clients and are passionate about helping them through difficult times.
With such a wide range of services, across multiple business units, we are sure to have an opportunity available that will align with what you are looking for
Some of the Benefits of working with us are:

- Hybrid working arrangement. #LI-Hybrid
- Professional Development through Sedgwick Australia University
- +0.5 % on top of Superannuation Guarantee
- Domestic and International Career Pathways

Sedgwick is an Equal Opportunity Employer.