Operations Support Services Manager

Operations Support Services Manager

PRIMARY PURPOSE : To oversee and direct a team that supports Sedgwick's Shared Services department, including (but not limited to) the processing of security requests.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

Oversees and directs team that processes security requests in JURIS and other legacy applications (including IVOS, SOURCE, etc).

Manages incoming workflow and delegates work to staff appropriately; analyzes and improves internal processes and workflows.

Coordinates with IT to implement enhancements.

Supports OSS, Casualty Team and quality initiatives; addresses internal and external client concerns.

Prepares and manages project plans through conclusion.

Communicates activity progress to involved parties.

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

Prepares and distributes minutes of meetings.

Reviews quality data, conducts audits, tracks quality metrics and reports on findings; tracks non-compliance issues and monitors through resolution.

Trains OSS team on tasks and responsibilities.

Manages staffing schedules to ensure appropriate department coverage.

ADDITIONAL FUNCTIONS AND RESPONSIBILITIES

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.

Provides support, guidance, leadership and motivation to promote maximum performance.

QUALIFICATIONS

Education & Licensing

Bachelor's degree from an accredited college or university preferred.

Experience

Eight (8) years of management / supervisory experience or equivalent combination of education and experience required. Claims and / or IT experience preferred.

Skills & Knowledge

Proven leadership / management / motivational skills

Excellent oral and written communication, including presentation skills

PC literate, including Microsoft Office products

Analytical and interpretive skills

Customer service oriented

Ability to work in multiple applications, including JURIS, JCS and Footprints

Ability to effectively multi-task

Ability to work in a team 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.

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. You may be just the right candidate for this or other roles.

Sedgwick is the world's leading risk and claims administration partner, which helps clients thrive by navigating the unexpected. The company's expertise, combined with the most advanced AI-enabled technology available, sets the standard for solutions in claims administration, loss adjusting, benefits administration, and product recall. With over 33,000 colleagues and 10,000 clients across 80 countries, Sedgwick provides unmatched perspective, caring that counts, and solutions for the rapidly changing and complex risk landscape. For more, see sedgwick.com