Business Support - Team Lead (Service Hub)

Business Support - Team Lead (Service Hub)

Sedgwick Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

Role Overview

As a team leader, you will guide and monitor the performance of your direct reports, fostering positive communication and collaboration to achieve shared goals. You’ll work closely with the Service Hub leadership team to ensure customer service excellence, measured by increased satisfaction and reduced complaints or executive escalations.

Key Responsibilities

• Lead and support a team, fostering collaboration and positive communication.
• Monitor workloads and capacity to improve productivity and task completion.
• Manage Service Hub activities including new claims, closures, and fee submissions.
• Conduct monthly 1-2-1s and team meetings to share updates and address challenges.
• Identify and address training and development needs.
• Provide monthly operational and colleague reports.
• Support wellbeing, morale, and engagement across the team.
• Manage sickness and holiday absence, ensuring adequate cover.
• Oversee claim input and acknowledgements, ensuring SLA compliance.
• Track customer journeys and submit client fee breakdowns.
• Assist with claim system portal administration and timely MI reporting.
• Collaborate with operational teams to ensure process adherence.
• Allocate inbox items and support claim system review submissions.
• Handle multiple tasks and priorities effectively.
• Support MI production, and data cleansing.

Skills & Experience

Sedgwick is an Equal Opportunity Employer.

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. Sedgwick retains the discretion to add or to change the duties of the position at any time.

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