AVP of Operations **Sedgwick** 1 Positions ID: R59853 Posted On 03/27/2025 **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. **If you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, consider applying for it anyway! Sedgwick is building a diverse, equitable, and inclusive workplace and recognizes that each person possesses a unique combination of skills, knowledge, and experience. You may be just the right candidate for this or other roles.** Primary Contact 1645458383738 Amanda Strothman , Phone Phone Phone Fax amanda.strothman@sedgwick.com Email True False True **Job Details** Categories Insurance Management/Executive Technical Location Southfield, MI Job Type Employee Full/Part Full Time Company ID 8326 Job REQ # R59853 \# Positions 1 Start Date 20250327 End Date 20250501 Featured Job TH Ad TH Comments **Similar Jobs** Assistant Professor of Business Management University of Wisconsin-Platteville Office Manager and HR Policy Coordinator Smart Retract Inc. Director of Workforce Management Sedgwick Chief Facilities Officer University of Wisconsin-Platteville Office/Warehouse Clerk - 3rd Shift Express Employment Professionals Executive Director - Clarity Clinic of Southwest W Clarity Clinic of SW Wisconsin Leave of Absence Coordinator Sedgwick Professional Engineer - Civil (Direct Hire) Sedona Staffing Services Chief Technology Officer Cottingham & Butler/ SISCO Full-Stack Software Engineer Cottingham & Butler/ SISCO **Share this Job** Sedgwick **About the Company** **Career Development** Our goal is to make Sedgwick CMS a place where great people can do great things for our clients. This commitment is evidenced by our colleague development program and supported by our multi-dimensional learning resources. We invest in the education of our colleagues by providing training and learning resources that focus on our culture, procedures, systems and performance expectations. We evaluate the educational needs of our colleagues through performance discussions and evaluations. These needs are filled either through Sedgwick CMS University and through industry certification programs and other external educational resources . Sedgwick CMS University curriculum offerings take colleagues from orientation to technical training to supervisory and managerial development. Through Sedgwick CMS University, we provide our colleagues continuous development of professional skills and the ability to deliver quality service to our clients. **Colleague Orientation** We offer a required colleague orientation program that allows us to verify and document the training provided to new colleagues. This program is called Personal Responsibility in Developing Excellence (PRIDE) and is the first component of our comprehensive career development process. This program introduces and orients new and transitioning colleagues to our company and to their new position. PRIDE will take colleagues through the first 90 days of their new position. Objectives of this program focus on providing colleagues an increased awareness of who we are, where we are going, and how they can help us get there. **Career Paths** Career path options are identified through an ongoing process of discussion and collaboration between colleagues and their managers. On an ongoing basis, our managers counsel colleagues regarding their career path, new opportunities, and additional training and development requirements to help them reach their individual goals.