Workforce Absence Director – Client Services
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Job Description
Sedgwick client services director managing complex absence and claims programs. Leading renewals, client retention, service strategy, and account teams.
Responsibilities:
- Determine account management strategies related to client service plans
- Retain existing clients and support customer satisfaction, revenue growth, client surveys, and new business
- Provide program management for jumbo clients requiring dedicated staff, multiple offices, and complex service models
- Oversee the work of local Client Services staff
- Provide stewardship reporting and educate clients on issues and trends impacting programs
- Conduct pre-renewal visits and review client loss experience and company performance
- Prepare client renewals, contract revisions, and Client Service Instructions for complex programs
- Negotiate changes or improvements to service plans
- Direct and influence internal departments to reduce process, technology, and resource constraints
- Coordinate client invoicing, audits, and accounts receivable follow-up
- Resolve major customer service issues
- Identify and solicit cross-selling opportunities
- Participate in the local insurance community through advanced education and affiliation memberships
- Supervise and direct personnel assigned to programs requiring multiple Account Representatives
- Ensure compliance with applicable quality initiatives
- Interview, hire, and establish colleague performance development plans
- Conduct colleague performance discussions
- Perform other duties as assigned
Requirements:
- Bachelor's degree from an accredited college or university preferred
- CPCU, AIC and/or ARM or other related designation preferred
- Ten (10) years related experience or equivalent combination of education and experience required, including two (2) years account manager experience or five (5) years adjuster experience including two (2) years in a supervisory capacity
- Excellent oral and written communication, including presentation skills
- PC literate, including Microsoft Office products
- Analytical and interpretive skills
- Strong organizational skills
- Excellent interpersonal skills
- Excellent negotiation and facilitation skills
- Leadership/management/motivational skills
- Ability to work in a team environment
- Excellent account rounding ability
- Strong understanding of workers compensation, liability and disability claims management
- In-depth knowledge of client servicing
- Ability to handle conflict and confront challenging issues in a fast work environment
- Ability to meet or exceed Performance Competencies
- Credit security clearance, confirmed via a background credit check, is required for this position
- Travel as required
Benefits:
- Work-life balance
- Equal Opportunity Employer
- Drug-Free Workplace
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