Role Description Lead Services business for the assigned segment, and manage the delivery of technical services, ensuring high quality and customer satisfaction. - Develop and implement service strategies, processes, and best practices to drive operational excellence and continuous improvement. - Lead, mentor, and develop the services team with an emphasis on collaboration and quality. - Monitor service performance metrics, analyze trends, and report on profitability and key performance indicators to senior management. - Manage escalations and complex issues to ensure timely resolution and clear communication. - Drive adoption of service documentation, knowledge bases, and training materials. Qualifications - Education – Degree in Computer Science, IT, Communication Engineering or equivalent experience with networking certifications. - Experience – 10+ years in industrial sectors, desirably network companies, or project management, including 5+ years of leadership experience. - Strong Leadership Skills. - Desired knowledge & skills – Data Solutions, Industrial Ethernet (wired and wireless), or Network Security. Ideally, with experience in Services, with skills in Performance Monitoring, Mentoring and Coaching, Workflow Coordination, Resource Allocation, Service Quality Assurance and Process Improvement. - Personality – Strong communication and interpersonal skills, assertiveness, team-oriented mindset, entrepreneurial attitude with high self-motivation and resilience, intercultural competence, adaptability in multicultural environments, openness and respect for diverse perspectives. - Willingness to travel – Occasionally internationally. - Language proficiency – Fluency in English. Benefits - Opportunity to work in a global community shaping the future of intelligent connectivity. - Engagement in pushing the boundaries of technology and innovation.

By joining Sedgwick, you'll be part of something truly meaningful. It’s what our 33,000 colleagues do every day for people around the world who are facing the unexpected. We invite you to grow your career with us, experience our caring culture, and enjoy work-life balance. Here, there’s no limit to what you can achieve. Newsweek Recognizes Sedgwick as America’s Greatest Workplaces National Top Companies Certified as a Great Place to Work® Fortune Best Workplaces in Financial Services & Insurance Dir Client Services - Workforce Absence PRIMARY PURPOSE: To determine account management strategies related to client service plans; to be responsible for retention of existing clients, customer satisfaction, revenue growth, client surveys, and new business; to provide program management for jumbo clients requiring dedicated staff, multiple offices and complex service models; and to oversee the work of other local Client Services staff. ESSENTIAL FUNCTIONS and RESPONSIBILITIES - Provides stewardship reporting to clients; identifying and educating clients on issues and trends impacting programs. - Conducts pre-renewal visits reviewing client loss experience and general company performance. Reviews and identifies areas of potential dissatisfaction prior to renewal meetings. - Performs client renewal, contract revision, and Client Service Instruction preparation for complex programs. - Negotiates changes or improvements to service plan. - Facilitates the reduction of process barriers, technology constraints, or resource constraints by directing and influencing the activities of other internal departments such as information technology, operations and business development. - Coordinates client invoicing, audits and accounts receivable follow up for assigned clients. - Resolves all major customer service issues. - Identifies and solicits cross-selling opportunities. - Participates in local insurance community through advanced education and affiliation memberships. - Supervises and directs personnel assigned to programs requiring multiple Account Representatives. - Ensures compliance with all applicable Quality initiatives. ADDITIONAL FUNCTIONS and RESPONSIBILITIES - Performs other duties as assigned. - Supports the organization's quality program(s). - Travel as required. SUPERVISORY RESPONSIBILITIES - Provides support, guidance, leadership and motivation to promote maximum performance. - 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. 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 - Analytical and interpretive skills - Strong organizational skills - Excellent interpersonal skills - Excellent negotiation and facilitation skills - Leadership/management/motivational skills - Ability to work in a team environment - Excellent account rounding ability - Strong understanding of workers compensation, liability and disability 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 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 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. 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 $79,254.00 - 120,000.00 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. 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. 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• Lead a team to provide superior client service via phone, email, and chat • Develop and train Client Service Center Associates, monitor performance, and handle elevated client interactions • Conduct regular call monitoring to ensure a superior client experience • Coach, motivate and counsel staff on performance including administering disciplinary action when necessary • Conduct monthly one-on-one meetings with associates to communicate performance expectations and review performance plans • Deescalate difficult client situations to ensure resolution and client satisfaction • Maintain in-depth knowledge of Alerus products, services, and processes • Schedule coverage, and monitor and approve timecards • Ensure employees are appropriately trained and conduct monthly training sessions

• Delivering a high level of service to Heffernan Financial Services Division’s clients • Enhancing client relationships and advocating for each client • Managing the day-to-day flow for Advisors • Responding to all client requests as soon as possible • Creating, maintaining, and updating client and prospect accounts and agreements • Processing all client paperwork, ACH/wire requests, and move money requests in a timely fashion • Preparing Advisors for all meetings and scheduling appointments • Contributing to team meetings and events positively • Assisting with compliance related items and marketing materials