Business Support Team Leader / Operation Manager (Service Hub)

Overview

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

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Business Support Team Leader / Operation Manager (Service Hub)

We are currently expanding our business in Malaysia market! At Sedgwick, we believe that caring counts and that includes caring for our people. If you're someone who enjoys keeping things organized, supporting teams, and making sure the business runs smoothly behind the scenes, this role is for you.

We are a global company that helps people and businesses recover from unexpected events whether it’s an accident, a natural disaster, or a workplace issue. Your role in administration is key to making that support possible.

How You’ll Grow

We’re serious about development. You’ll have access to training, mentoring, and tools to help you sharpen your skills and grow your career whether you want to specialize in business support or explore other areas within Sedgwick.

Who You’ll Work With

You’ll be part of a friendly, respectful, and collaborative team. We value diversity and inclusion, and we make sure everyone feels welcome and supported. You’ll work with people who care about the work, about each other, and about doing the right thing.

Why It Matters

Your work may be behind the scenes, but it’s never unseen. You’ll help keep things running smoothly so our teams can focus on helping clients and claimants and that makes a real difference.

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.

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

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