VP Care Team Operations

Primary Purpose

To provide leadership, direction, and functional expertise on complex projects, initiatives, and daily operations for the Care Team Operations group supporting the disability and leave claims or casualty and liability claims organization; to provide strategic leadership for assigned care team operational team and closely partner with disability and leave claims leadership team to identify and prioritize objectives focused on service delivery for assigned clients/customers.

• 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

• 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 (up to 500 indirect reports).
• Partners with the care team and 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.
• Plans for staffing needs including succession, bench‑strength, and new business.

Education & Licensing

Bachelor's degree from an accredited college or university preferred.

Experience

Ten (10) years of contact center/customer experience related to this position, including five (5) years of comparable work experience in a leadership role and a demonstrated track record of consistently meeting and/or exceeding performance expectations, or an equivalent combination of education and experience.

Skills & Knowledge

• 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, and motivational skills.
• Ability to operate effectively and decisively in a high‑level business environment.
• Ability to meet or exceed Performance Competencies.

When applicable and appropriate, consideration will be given to reasonable accommodations.

Mental: 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.

Physical: Computer keyboarding, travel as required.

Auditory/Visual: Hearing, vision and talking.

The statements contained in this document are intended to describe the general nature and level of work being performed by a colleague assigned to this description. They are not intended to constitute a comprehensive list of functions, duties, or local variances. Management retains the discretion to add or to change the duties of the position at any time.

Sedgwick is an Equal Opportunity Employer and a Drug‑Free Workplace.