Director Client Services - Workers Compensation PRIMARY PURPOSE: To oversee client service delivery, operational analytics, and strategic initiative management for Workers' Compensation program while partnering with regional operational leadership to drive continuous improvement and high-quality claim outcomes. ESSENTIAL FUNCTIONS and RESPONSIBILITIES: Client Partnership & Program Management • Serves as a strategic liaison between client stakeholders and Sedgwick regional Workers' Compensation operational leadership. • Leads stewardship discussions, operational reviews, and performance presentations related to the WC program. • Supports implementation and coordination of strategic initiatives designed to improve operational performance, claim outcomes, and client satisfaction. • Ensures alignment between client expectations, regional operational execution, and strategic program objectives. Analytics & Performance Oversight • Oversees operational reporting, trend analysis, and performance management activities across the WC program. • Analyzes operational and financial data to identify trends, cost drivers, opportunities, and operational improvement initiatives. • Coordinates development and presentation of dashboards, stewardship materials, and operational summaries. • Tracks and communicates results of strategic initiatives and operational improvement efforts. • Partners with analytics and operational teams to support data-driven decision-making and operational planning. Operational Coordination & Continuous Improvement • Partners with regional WC operational leadership to support implementation of process improvements and operational initiatives. • Identifies operational trends, claim handling opportunities, and areas for performance enhancement. • Facilitates collaboration between regional operations, analytics, quality, and support functions to improve operational consistency and service delivery. • Supports implementation of best practices and scalable operational solutions across the WC program. Quality & Client Service Oversight • Monitors adherence to client service instructions, operational standards, and quality expectations. • Coordinates operational audits, quality reviews, and issue resolution activities across regional operational offices. • Supports timely communication, escalation management, and operational transparency with client stakeholders. • Ensures operational initiatives and client deliverables are completed effectively and timely. ADDITIONAL FUNCTIONS and RESPONSIBILITIES • Performs other duties as assigned. • Supports the organization's quality program(s). • Travel as required. SUPERVISORY RESPONSIBILITIES • May provide leadership and coordination support for analytics, reporting, or client service resources as assigned. • Provides cross-functional leadership and operational coordination across regional WC operational and support teams. • 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. CPCU, AIC and/or ARM or other related designation preferred. Experience: Ten (10) years related experience or equivalent combination of education and experience required to include two (2) years account manager experience or five (5) years adjuster experience including two (2) years in a supervisory capacity. Skills & Knowledge • Excellent oral and written communication, including presentation skills • PC literate, including Microsoft Office products • Ability to work in a team environment • Excellent account rounding ability • Strong understanding of workers compensation 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 • National account support in complex, multi-location environments • Cross-functional coordination across regional operations • Data analysis and operational reporting • Performance monitoring and trend identification • Strategic initiative support and execution • Process improvement and operational optimization • Analytical thinking and data-driven decision-making 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 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 ($103,031.00 - 144,243.00 USD Annual). 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. 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.