Operations Manager

Taking care of people is at the heart of everything we do, and we start by taking care of you, our valued colleague. A career at Sedgwick means experiencing our culture of caring. It means having flexibility and time for all the things that are important to you. It’s an opportunity to do something meaningful, each and every day. It’s having support for your mental, physical, financial and professional needs. It means sharpening your skills and growing your career. And it means working in an environment that celebrates diversity and is fair and inclusive.

A career at Sedgwick is where passion meets purpose to make a positive impact on the world through the people and organizations we serve. If you are someone who is driven to make a difference, who enjoys a challenge and above all, if you’re someone who cares, there’s a place for you here. Join us and contribute to Sedgwick being a great place to work.

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Operations Manager

The role of the Operations Manager is to lead and oversea a team of claims technicians, ensuring exceptional customer experience and efficient claims processing. The Operations Manager will work closely with the Director of Service Hub TPA Malaysia to develop high performing teams.

Main duties shall include:

Operations, Quality Assurance and Compliance

Supervise and coordinate the team's activities to ensure tasks are prioritized and completed efficiently, in collaboration with Adjusters' input when necessary

Perform second reviews of desktop claims processed by technicians to ensure accuracy and compliance with company policies together with client and regulatory requirements

Assist the team in identifying and investigating potentially fraudulent claims

Ensure high-impact tasks, such as month-end billing and client bordereaux management, are handled appropriately and timely, with proper planning and coordination

Review monthly payment reconciliations to ensure compliance before sending them over to the client, verifying accuracy and resolving any discrepancies

Conduct regular reviews of operational activities – ensuring team maintains accurate and up-to-date records in the claims management system, compliant to agreed processes and meeting internal KPIs and client’s SLAs

Reinforce a culture of continuous improvement by identifying areas for attention, develop efficient workflow that maximises productivity and implementing changes

Establish quantitative and qualitative metrics, guidelines, and standards by which efficiency and effectiveness can be evaluated

Team Management and Development

Lead and manage a team of claims technicians, providing guidance and support to ensure high performance and productivity

Participate in the recruitment, training and mentorship of new claims technicians

Conduct regular, timely and constructive performance evaluations to help individual claims technician to meet their performance target/goal

Foster a positive and collaborative work environment, promoting teamwork, communication, and professional development within the team

Stakeholder Management

Serve as a point of contact for internal and external stakeholders, identifying and addressing complaints in accordance with business and regulatory requirements, taking proactive measures to resolve issues and improve customer satisfaction

Model ethical behaviour and execute job responsibilities in accordance with Sedgwick’s core values, legal requirements, and industrial regulations/policies.

Requirements:

Bachelor’s degree in any field of study

Professional certificates in insurance

Claims qualification preferred

15 years of experience in end-to-end management of claims in either accident & health, travel, property, motor/TPBI, public liability, product recall etc

Working knowledge of industry insurance policies/wordings and the claims life cycle

Proven track record in operational leadership and team management

Possess good command of spoken and written English and Bahasa Malaysia

Excellent written and verbal communication skills, with the ability to convey complex information clearly and concisely

Analytical and data-driven, understand strategic decisions should be backed by data

Structured in nature, breaking down problems and are driven by clarity and simplicity

True leader/people manager – ability to push and motivate people around you to deliver their targets

Project management skills and experience in leading cross-functional teams

Time management - ability to multi-task and adapt to priority change

Working knowledge of Microsoft Office 365

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.

R50557