Customer Delivery Manager

Summary about this job

Detail information about job Customer Delivery Manager. Terms and conditions vacancy

About Cunningham Lindsey and Sedgwick

Sedgwick is a leading global provider of technology-enabled risk, benefits and integrated business solutions. We provide a broad range of resources tailored to our clients’ specific needs in casualty, property, marine, benefits and other lines. At Sedgwick, caring counts®; through the dedication and exper­tise of more than 21,000 colleagues across 65 countries, the company takes care of people and organisations by mitigating and reducing risks and losses, promoting health and productivity, protecting brand reputations, and containing costs that can impact the bottom line. Sedgwick’s majority shareholder is KKR; Stone Point Capital LLC, La Caisse de dépôt et placement du Québec (CDPQ) and other management investors are minority shareholders. For more, see www.sedgwick.com.

Cunningham Lindsey and its subsidiaries have been formally acquired by Sedgwick.

ABOUT THE ROLE

We are seeking an enthusiastic and self-motivated individual to join our team in Parramatta, Sydney or Fortitude Valley, Brisbane, in the role of Customer Delivery Manager. Working on a full time basis, the successful candidate will lead and develop a team responsible for the effective portfolio management of claims for one of our valued clients. 

Working closely with the Customer Delivery Centre as well as the Field and Technical teams, this role will instill a focus and emphasis on delivering great customer experiences and outcomes to Insureds, whilst also ensuring client requirements and expectations are adhered to and delivered.

The Customer Delivery Manager will be responsible for the delivery of operational account management to the client on an ongoing basis. The They will also have a strong focus on operational delivery while working closely with the client to ensure their needs are met on an ongoing basis.

The role requires effective leadership and people engagement skills, coupled with strong stakeholder management, change management and communication skills. In addition, it requires a sound understanding of claims management. 

The Customer Delivery Manager will have responsibility for the following areas:

• Understanding service lines and company / client objectives and clearly communicating these to the team
• Engaging directly with the Client on all matters ranging from day to day operational issues to high level / strategic matters
• Working closely with other teams and Service Lines within the business to ensure Customer and Client outcomes are achieved.
• Operating an efficient and effective Customer Delivery Centre and maintaining a key focus on cost management, claim life and customer experience
• Working with Team Leader(s) to manage the day to day workflow through allocation of work and prioritisation of urgent matters
• Prepare and lead the team with organizational change
• Ensuring compliance with Insurance Codes, laws and regulations, company and client policies and procedures
• Working with key partners to innovate and improve the customer experience and claims management models
• Providing coaching and mentoring to Team Leader(s) and develop their business and leadership skills
• Effectively handling complaints and escalations
• Actively looking for ways to improve service, systems, processes and procedure
• Identifying requirements for training, mentoring and development of team members
• Creating a culture around trust, open communication, creative thinking and cohesive team effort
• Preparing Management Information reports and distributing to clients and others as required
• Understanding the company's strategic and financial objectives and actively seeking to meet these goals
• Managing annual performance and salary review processes for team

To be successful in this role you should possess the following:

• Claim management experience
• Exceptional customer service skills
• Strong leadership experience and capabilities
• Demonstrated interpersonal skills including stakeholder engagement and relationship management
• Account management skills
• High level of organisational and time management skills
• Strong level of attention to detail
• Experience in coaching and development of team members
• Strong written and verbal communication skills
• Critical thinking such as reasoning, logic, and judgement to solve a variety of coverage related issues
• Analytical abilities

The salary package offered to the successful candidate will be commensurate with skills, qualifications, and experience.

To be considered for this role, please submit a cover letter and current resume.  Please note that only shortlisted candidates will be contacted and all applications will be treated in the strictest of confidence.

Cunningham Lindsey Australia Pty Ltd is dedicated to eliminating discrimination and contributing to equal opportunity in the workplace.