Vicki MacIver
Operations Director @Sedgwick
Signup · Get unlimited contacts
WORK HISTORY
Operations Director @Sedgwick
Glasgow, GB
Joined the Subsidence function and worked with the leadership team and extended management team to provide customer service to both Clients and Policyholders, during an extended subsidence claims journey.Responsible for oversight of delivering financial targets; of our recruitment, remuneration and performance management procedures; of our customer service and complaints handling processes.Contributed to the deliver of a transformation programme designed and implemented to restructure the department - including the creation of new regional teams, the introduction of new ways of working, the internal communication of progress to colleagues and the identification of training needs.
EDUCATION
University of Strathclyde
BA (Hons), International Business and Modern Languages
ABOUT VICKI MACIVER
I am a determined and authentic leader with an unshakeable work ethic. I have extensive expertise managing business functions, facilitating transformation, driving continuous improvement, and executing plans in both operational and project roles. Over my career I\'ve established a reputation for building and motivating high performing teams, in particular working with satellite or remote teams to ensure engagement with wider community and delivery of business objectives. I have a genuine passion for developing and empowering people. Key skills: People Development - Coaching and Mentoring - Team Leadership I led the operational management of Market Underwriting function within Zurich Municipal (ZM), serving Public Sector customers. I delivered our operational and financial metrics, through 75 individual underwriters across 4 core geographical locations, directly managing 6 Business Managers. I built a strong management team, establishing an ethos of collaboration, trust and respect. I brought rigour to Performance Management by introducing planners, quarterly reviews and a monthly lens on people-related topics and issues in management meetings; all of which resulted in promotions for top talent and previous direct reports promoted to various Senior roles. I strengthened internal communications for regular updates on progress against targets and for celebration of team successes and individual achievements, using a mix of platforms and contributing to a 10-point increase in employee engagement scores. I mentored 3 Graduates through internal development programme and continued to act as Coach. Change Management - Project Delivery - Continuous Improvement I delivered a brand-new work management system as Product Owner for IT project, leading all activity on requirements gathering, testing, training and business readiness; a significant business initiative to remove an outdated, unreliable work tool, to aid the upskilling of new starters and adherence to best practice processes. I championed internal automation initiatives and continuous improvement upskilling, resulting in a total of 586 days benefit in Q1 2023. I promoted continuous improvement focus and established an automation academy, resulting in creation of a new dedicated role for the department.
This profile is compiled from publicly available professional sources. Unifers is not affiliated with or endorsed by LinkedIn. Request removal of this profile.