Operations Support Services - Team Lead

Job description

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

PRIMARY PURPOSE: To supervise Operations Support Services (OSS) staff and processes; to monitor colleagues' workloads; to provide training and monitor individual transactions; and to provide technical direction on work processes.

ESSENTIAL FUNCTIONS and RESPONSIBILITIES

• Supervises Operations Support Services colleagues.

• Defines and establishes quality assurance procedures, standards, metrics reporting and auditing.

• Trains OSS team on tasks and responsibilities.

• Reviews quality data, conducts audits, tracks quality metrics, and reports on findings.

• Tracks non-compliance issues and monitors through resolution.

• Manages staffing schedules to assure appropriate department coverage.

• Performs other duties as assigned.

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

• Travels as required.

SUPERVISORY RESPONSIBILITIES

• 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.

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