OSS Team Lead

Sedgwick; Knoxville (TN); Remote; USD 80,000 - 120,000; Full time

Job summary

Sedgwick is seeking an OSS Team Lead to supervise Operations Support Services staff, monitor workloads, provide training, and deliver technical direction on processes. The role emphasizes QA, staffing, and performance management in a dynamic environment.

Ideal candidates have a Bachelor's degree (preferred), 6+ years in related roles including claims management, and strong communication, analytical, and leadership skills. This is a full-time role with remote telecommuting options in Tennessee.

Qualifications

• Bachelor's degree preferred from an accredited college or university.
• Six years of related experience or equivalent combination of education and experience; includes two years of claims management experience.
• Some proven software specifications experience; supervisory experience preferred.

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 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 programs; travel as required.

Skills

Leadership

Communication

Analytical skills

Time management

Organization

Teamwork

Discretion

Multi-projects

Education

Bachelor's degree

Tools

Microsoft Office

Job description

Telecommuter TN

Full time

R79431

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

OSS Team Lead

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.

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

Six (6) years of related experience or equivalent combination of education and experience required to include two (2) years claims management experience. Some proven software specifications experience required. Supervisory experience preferred.

Skills & Knowledge

• Excellent oral and written communication, including presentation skills
• PC literate, including Microsoft Office products
• Leadership/management/motivational skills
• Excellent analytical and interpretive skills
• Strong organizational skills
• Strong time management skills
• Good judgment and discretion skills
• Ability to manage multiple projects and set priorities
• 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.

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