Director - Complex Claims - Sedgwick Claims Management Services, Inc.

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.

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Director - Complex Claims

PRIMARY PURPOSE: To be responsible for the day to day activities of the complex claims unit, to assess the work done by the unit, and develop and improve the individuals within the unit, while creating a culture of continual quality improvement designed to elevate the overall claim handling to benefit our stakeholders.

ESSENTIAL FUNCTIONS and RESPONSIBILITIES

• Proactively and strategically manages a complex claim inventory by assessing actions of the team and providing guidance as necessary.
• Makes recommendations to leadership relative to business planning with goals and objectives for the unit.
• Develops comprehensive, complex and accurate reports designed to measure the performance of the unit.
• Utilizes reporting to develop metrics and manage performance of the unit.
• Meets with complex claims team to roundtable issues within their caseloads.
• Provides individual coaching and development and small group training as needed.
• Meets with leadership to review issues, trends, and recommendations to further influence and create a culture of continual quality improvement.
• Mentors and provides guidance to the complex claim consultants and complex claim analysts.
• Leads calibration exercises ensuring consistency through the exchange of ideas and strategies.

ADDITIONAL FUNCTIONS and RESPONSIBILITIES

• Performs other duties as assigned.
• Supports the organization's quality program(s).
• 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.

QUALIFICATION

Education & Licensing
Bachelor's degree from an accredited college or university preferred. Industry designation(s) preferred. Licenses as required for specific jurisdictions.

Experience
Fifteen (15) years of casualty claims experience or equivalent combination of education and experience required to include five (5) to eight (8) years of experience handling complex claims and experience in litigation, negotiation, mediation, arbitration, or ADR skills on higher value complex claims. Management experience preferred. Specific jurisdictional expertise required.

Skills & Knowledge

• Ability to obtain and maintain appropriate licensing
• Line of business expertise
• Leadership/management/motivational skills
• Analytical and interpretive skills
• Strong organizational skills
• Excellent interpersonal skills
• Excellent negotiation skills
• Excellent oral and written communication skills
• PC literate, including Microsoft Office products
• Ability to work in a team environment
• Ability to meet or exceed Service Expectations

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.

Experience in Commercial Auto, Transportation, or Trucking Claims is preferred.

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.