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Sedgwick Director of Complex Claims in Des Moines, Iowa

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Director of Complex Claims


For a career path that is both challenging and rewarding, join Sedgwick’s talented team of 27,000 colleagues around the globe. Sedgwick is a leading provider of technology-enabled risk, benefits and integrated business solutions. Taking care of people is at the heart of everything we do. Millions of people and organizations count on Sedgwick each year to take care of their needs when they face a major life event or something unexpected happens. Whether they have a workplace injury, suffer property or financial loss or damage from a natural or manmade disaster, are involved in an auto or other type of accident, or need time away from work for the birth of a child or another medical situation, we are here to provide compassionate care and expert guidance. Our clients depend on our talented colleagues to take care of their most valuable assets—their employees, their customers and their property. At Sedgwick, caring counts®. Join our team of creative and caring people of all backgrounds, and help us make a difference in the lives of others.

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.


  • 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.


  • Performs other duties as assigned.

  • Supports the organization's quality program(s).

  • Travels as required.


  • 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.


Education & Licensing

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


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


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.