OSS Team Lead

Sedgwick Claims Management Services Inc.; Tennessee; Hybrid; USD 75,000 - 110,000; Full time

Job summary

Sedgwick is seeking an OSS Team Lead to supervise Operations Support Services staff, monitor workloads, provide training, and offer technical direction on work processes. You will help ensure quality metrics, audits, and compliance while coordinating staffing to cover peak periods.

The role emphasizes leadership, performance development, and collaboration across teams. A Bachelor's degree and 6 years of related experience with claims management are required; supervisory experience is preferred.

Qualifications

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

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.

Skills

Leadership

Communication

Analytical skills

Time management

Team work

Discretion

Education

Bachelor's degree

Tools

Microsoft Office

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 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.

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