(remote) Manager Global Service Delivery Operations - Casualty Claims

Manager Global Service Delivery Operations - Casualty Claims

By joining Sedgwick, you'll be part of something truly meaningful. It's what our 33,000 colleagues do every day for people around the world who are facing the unexpected. We invite you to grow your career with us, experience our caring culture, and enjoy work-life balance. Here, there's no limit to what you can achieve.

Primary Purpose

Manages the global service delivery partnership, which operates as an extension of Sedgwick's services. Oversees service quality, performance, and transitions to ensure seamless execution, continuous improvement, and alignment with organizational goals.

Essential Functions and Responsibilities

• Manages the strategic relationship with the global service delivery partner, fostering collaboration, driving performance, and ensuring alignment with organizational goals through effective partnership governance.
• Establishes and maintains a strong, strategic partnership with the global service delivery partner, aligning their service delivery with Sedgwick's goals and ensuring clear communication and accountability.
• Monitors the global service delivery partner's production and quality metrics, enforces service level agreements (SLAs), and proactively addresses performance issues to maintain high standards.
• Drives strategic initiatives that enhance process efficiency, reduce waste, and improve service effectiveness through innovation and best practices.
• Leads the smooth transition of work to the global service delivery partner, ensuring minimal disruption, clear documentation, and effective knowledge transfer during onboarding or scope changes.
• Implements governance frameworks to oversee compliance, manage risks, and ensure the global service delivery partner's operations align with Sedgwick's regulatory and quality standards.
• Facilitates stewardship meetings and reporting by coordinating agendas, compiling performance data, and ensuring actionable insights are shared with key stakeholders.
• Performs onboarding and offboarding oversight by managing the end-to-end process, including initiation of IT access requests, coordination with internal departments, and validation of compliance requirements.
• Facilitates change management by guiding stakeholders through transitions in processes, systems, or scope.
• Evaluates resource alignment regularly to ensure the global service delivery partner maintains the right mix of skills and capacity as technology and business needs evolve.
• Prioritizes operational requests for global service delivery support by assessing urgency, impact, and alignment with business goals.

Additional Functions and Responsibilities

Performs other duties as assigned. Travels as required.

Supervisory Responsibilities

Provides support, guidance, leadership, and motivation to promote maximum performance. 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.

Qualifications

Education & Licensing Bachelor's degree from an accredited college or university preferred. Preferred certifications include Six Sigma, Associate in Claims (AIC), and/or Chartered Property Casualty Underwriter (CPCU).

Experience Eight (8) years of related experience or equivalent combination of education and experience required, to include four (4) years of leadership management experience. Experience working with executive team and operations to drive national initiatives and industry experience strongly preferred.

Skills & Knowledge Strong knowledge of the insurance industry. In-depth technical knowledge of third-party claims administration operations. Ability to research technical issues. Demonstrated leadership presence. Strong judgement and ability to make sound decisions in a fast-paced, dynamic setting. Excellent oral and written communication skills, including presentation skills. Analytical and interpretive skills. Strong time management and organizational skills. Excellent interpersonal skills. Proven management/leadership skills. Ability to create and complete comprehensive, accurate, and constructive written reports. 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

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.

As required by law, Sedgwick provides a reasonable range of compensation for roles that may be hired in jurisdictions requiring pay transparency in job postings. Actual compensation is influenced by a wide range of factors including but not limited to skill set, level of experience, and cost of specific location. For the jurisdiction noted in this job posting only, the range of starting pay for this role is ($77,000 - $105,000) USD annual salary. Commission eligible role. A comprehensive benefits package is offered including but not limited to, medical, dental, vision, 401k and matching, PTO, disability and life insurance, employee assistance, flexible spending or health savings account, and other additional voluntary benefits.

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.