AVP of Operations

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Job Overview

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.

Great Place to Work®
Most Loved Workplace®
Forbes Best-in-State Employer

AVP of Operations

Our teams connect! We collaborate onsite and have a hybrid work arrangement. All candidates must live near one of our centers of excellence:

Southfield, MI : 300 Galleria Officentre Southfield MI 48034

Dubuque, IA : 4141 Westmark Drive, Dubuque, IA 52002

Cedar Rapids, IA : 333 1st Street SE Ste. 200 Cedar Rapids IA 52401

Coralville, IA: 3273 Ridgeway Drive Coralville IA 52241

Dublin, OH : 5500 Glendon Court Dublin OH 43016

New Albany, OH : 7795 Walton Parkway New Albany, OH 43054

Indianapolis, IN: 8909 Purdue Road Suite 501 Indianapolis, IN 46268

Irving, TX: 2201 W. Royal Lane Suite 125 Irving, TX 75063

Memphis, TN : 8125 Sedgwick Way, Memphis TN 38125

Orlando, FL : 12650 Ingenuity Dr Orlando FL 32826

PRIMARY PURPOSE: To provide leadership, direction, and functional expertise on complex projects, initiatives, and daily operations for a dedicated call center; to provide strategic leadership for call center operational team and closely partner with claims leadership teams to identify and prioritize objectives focused on service delivery for assigned clients/customers.

ESSENTIAL FUNCTIONS and RESPONSIBILITIES

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.
Partners with 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.

ADDITIONAL FUNCTIONS and RESPONSIBILITIES

Performs other duties as assigned.
Travels as required.

SUPERVISORY RESPONSIBILITIES

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.

QUALIFICATIONS

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

Experience
Eight (8) years of contact center/customer experience related to this position or equivalent combination of education and experience required to include four (4) years of comparable work experience in a leadership role and a demonstrated track record of consistently meeting and/or exceeding performance expectations.

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/motivational skills
Ability to work in a team environment
Ability to meet or exceed Performance Competencies

WORK ENVIRONMENT
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

NOTE: Credit security clearance, confirmed via a background credit check, is required for this position.

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.