Sedgwick has promoted Nicki Dunn to the key position of chief client officer (CCO) for its operations in Asia, signalling a strategic move to bolster its client engagement and service delivery in the region.
Dunn, a veteran at Sedgwick with an eight-year tenure, previously managed the client relationship and third-party administration (TPA) development teams in Asia. Her new role will see her spearheading initiatives to foster stronger client relationships and improve service delivery.
Alongside Dunn's appointment, the company announced Irwin Wei as the new manager for data and digital solutions and Kalnisha Velu as the manager for quality assurance and operations. They will support Dunn in her endeavours, being responsible for enhancing client communication and claims processing efficiency.
Wei, who came on board in 2020, has been pivotal in advancing Sedgwick's data analytics and digital claims management capabilities in Asia, contributing to improved management reporting and data quality.
Velu, with her seven-year stint at Sedgwick, brings a wealth of knowledge in operational improvement and quality assurance. Her expertise in statistical analysis, process enhancement, and project management is expected to drive significant operational benefits and positive business outcomes.
“We are strengthening our commitment to our clients and customers with these promotions, which will leverage our local, regional, and global expertise,” said Veronica Grigg, the firm's Asia CEO. “Nicki has been an outstanding supporter of our colleagues and clients. In her new role as chief client officer of Asia, Nicki will lead our client team in developing programs that enhance the customer experience.”
Dunn outlined the company's strategy for distinguishing itself in the Asian market through a dedicated client care department.
“Sedgwick is committed to providing the best support for our clients and their customers,” she said. “In Asia, we are targeting growth through differentiation, and this new client care department will align expectations, quality, and data to drive mutual success. Our programs will enable the business to better understand the thoughts, opinions, and needs of our clients and their customers.”
Sedgwick also made a leadership appointment early this month, with the new hire spearheading the development and execution of the company's marketing strategies.
