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Head of Operations – Insurance Claims/Incident Response
Job Location: United KingdomJob Type: PermanentRemuneration: Competitive salary taking into account skills, experience and qualifications
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.
We have a fantastic opportunity working within our Third Party Administration division
As a direct report to the Third-Party Administration (TPA) Managing Director, you will have full responsibility for the Incident Response Team (IRT). As a member of the TPA senior leadership team, you will shape and influence the focus, direction, and aspirations of TPA.
Leading a large scale team offering a 24/7/365 first response operation for new claims notifications, including Home Emergency, you will establish and execute the strategy for the IRT to ensure exceptional service. This includes ensuring the business unit has the necessary capability and capacity to meet strategic and tactical goals, managing financial performance through budgets and forecasts, and continuously enhancing client and customer service delivery.
You will foster a culture that promotes high levels of colleague development and engagement, build and maintain relationships with a wide range of stakeholders, and ensure mechanisms are in place to report on key operational activities. Compliance with Operational, Colleague Resources, and Health and Safety procedures is essential, as is championing the business’s goals, purpose, and values.
Additionally, you will support the acquisition of new business and the retention of existing clients and embrace innovation to keep services relevant to clients and customers.
Your role requires:
- Strong leadership with a commercial background in both insurance and contact centre environments.
- Strategic thinking to create, develop, and support the implementation of solutions that meet business and client objectives.
- Excellent communication and relationship skills, along with strong influencing and persuasive abilities to optimise business opportunities.
- Investment in people, building trust and support across a wide network of clients, partners, and internal stakeholders.
- Acute commercial awareness and the ability to provide meaningful financial insights.
The skills you will bring to the role:
- Proven management skills and the confidence to lead a high-performing team.
- Effective multi-tasking abilities, adept at responding to and managing competing priorities.
- Excellent communication skills, enabling you to speak with and write to policyholders, insurers, contractors, and others. You will explain complex details clearly and negotiate fair settlements for all parties involved.
What we’ll give you for this role:
- Competitive salary taking into account skills, experience and qualifications
- Company Car Scheme or cash allowance
- A Self Invested Personal Pension Scheme
- Holiday allowance of 25 days plus bank holidays
- Flexible working from our office or your home
Health & support
- Private healthcare plan (including pre-existing conditions)
- Life assurance
- Employee assistance programme for employee wellbeing
- Group Income Protection
Other benefits
- Voluntary benefits – dental cover, cycle to work scheme, season ticket loan, welling and digital GP applications
- Discounts on various products and services
This isn’t just a position, it’s a pivotal role in shaping our industry
At Sedgwick, you won’t just build your career; you’ll cultivate a team of experts. Our Sedgwick University offering empowers you to excel as well as your team members, with the most comprehensive training program in the industry which includes more than 15,000 courses on demand, training specific to roles, and opportunities to continue formal education.
Together, we’re not only reshaping the insurance landscape, we’re building a legacy of talent. Come and be a catalyst for change within our industry.
Next steps for you:
Think we’d be a great match? Apply now – we want to hear from you.
As part of our commitment to you, we are proud to have a zero tolerance policy towards discrimination of any kind regardless of age, disability, gender identity, marital/ family status, race, religion, sex or sexual orientation.
After the closing date we will review all applications, and may select some applicants for an interview (which may be virtual, or in-person).
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Sedgwick is an Equal Opportunity Employer.
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. Sedgwick retains the discretion to add or to change the duties of the position at any time.
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