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®
Top 100 Most Loved Workplace®
Forbes Best-in-State Employer
Operations Manager - Private Clients
The Role:
We have an exciting opportunity for a motivated and experienced Operations Manager within our prestige Private Clients team to further their career within a supportive culture that values collaboration, diversity and empowerment.
This role will involve leading a team to achieve a first-class customer experience - with minimum effort, for all clients, customers, policy holders and other teams within Sedgwick, whilst developing and engaging colleagues to achieve day-to-day business goals.
You will report into the Director and have direct responsibility for a diverse team of Adjusters and Adjusting Executives.
Responsibilities and Duties
- Working with the Director and Business Manager to proactively manage team to achieve performance and business goals, identifying performance gaps and supporting continuous development through the Sedgwick optimising performance framework
- Prioritise and balance own workload with that of the team and flex resources to meet competing internal and external demands
- Manage team's workload and distribute work effectively within the team, whilst maintaining an understanding of individual caseloads and adjusting the distribution of work accordingly
- Ability to resolve problems and remove blockers that prevent the team from delivering customer excellence
- Ensure top quality customer service is maintained through monitoring and communicating with team
- Understand the customer experience and colleague capability through being in the work and following the flow of demand. This includes reviewing claims, the effectiveness of decision making and the efficiency of processes
- Continuously review processes and work with the Director/MCL Executive/Business Manager roles to continuously improve service delivery
- Maintain strong, meaningful and consistent communication with other teams within Private Clients
- Responsible for the management of complaints within the team (either handling these directly or putting in place a process to ensure quality and service)
- Create a culture where colleagues feel empowered and are able to constructively challenge
- Day to day management of your colleagues through facilitating effective 1-1s, engagement sessions and effectively managing productivity, absence and performance
- Agree individual Adjuster sign-off & licenses with MCL Executive and check all reports for Quality Assurance with Reserves above sign-off limits. Any claims with Reserves above £100k to be subject to additional checking by Senior Adjusters within Private Clients
- Recruitment & retention of colleagues under direction of Director and with input by the MCL Executive Director for technical roles.
Skills and Knowledge
- Strong technical claims knowledge, Cert CILA/Cert CII qualified desirable
- Proven ability of coaching, leading and engaging colleagues (remotely)
- Ability to multi-task and prioritise team workloads
- Maintains and enhances own personal and professional development, using experience to support and develop that of your team
- Ability to use data to understand and drive agreed performance outcomes
- Evidence of providing a high-class customer service
What will you get for this role?
- Competitive salary depending on skills, experience and qualifications
- Discretionary bonus
- Many of our vacancies offer the opportunity to work flexibly, whether from office and/or home
- Healthcare scheme
- A Self Invested Personal Pension Scheme
- Holiday allowance of 25 days plus bank holidays
- Discounts on various products and services
- Employee assistance programme for employee wellbeing
- Life assurance
- Group Income Protection
- Voluntary benefits - dental cover, cycle to work scheme, season ticket loan, wellbeing and digital GP app
Working at Sedgwick
Our company is a place where creative and caring people of all backgrounds can be challenged, grow as individuals, and feel a higher purpose in the unique value they bring and the difference they make in the lives of others. We celebrate our differences; cultivating uniqueness and belonging allows us to connect with our consumers on a personal level, understand our clients' needs, support the communities in which we operate, and perform at our best.
We're passionate and understanding about our colleagues - so we have built flexibility into our colleague working model. If you wish to work from home, split your working time between the home and office or change your hours so you can collect your children or care for someone in your family, we're supportive of that. As a flexible employer, we're happy to discuss options that take into consideration your personal needs for this position during your interview.
Applicants who are successful at interview will be, as part of pre-employment screening, subject to: ID document verification, credit check, address verification, employment verification, employment gap verification, UK DBS, UK financial regulator search, anti-money laundering search, directorship search and global watch list check.
Sedgwick is committed to Equal Opportunity and Diversity. We aim to ensure that no job applicant or employee receives less favourable treatment on the ground of race, colour, nationality, religion, ethnic or national origins, age, gender, marital status, sexual orientation or disability.
#LI-REMOTE
Sedgwick is an Equal Opportunity Employer.
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. Sedgwick retains the discretion to add or to change the duties of the position at any time.
Taking care of people is at the heart of everything we do. Caring counts
Sedgwick is a leading global provider of technology-enabled risk, benefits and integrated business solutions. Every day, in every time zone, the most well-known and respected organizations place their trust in us to help their employees regain health and productivity, guide their consumers through the claims process, protect their brand and minimize business interruptions. Our more than 30,000 colleagues across 80 countries embrace our shared purpose and values as they demonstrate what it means to work for an organization committed to doing the right thing - one where caring counts. Watch this video to learn more about us. (https://www.youtube.com/watch?v=ywxedjBGSfA)