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Join Sedgwick and become part of a meaningful mission! Our 33,000 colleagues work daily to support people around the world facing unexpected challenges. We offer a chance for career growth within a caring culture that values work-life balance. At Sedgwick, the sky's the limit for what you can achieve! Recognized by Newsweek as one of America's Greatest Workplaces and certified as a Great Place to Work®, we are proud to also hold accolades from Fortune as one of the Best Workplaces in Financial Services & Insurance. PRIMARY PURPOSE: Support the leadership team within Operations Support Services by ensuring quality assurance measures are upheld. Manage service level agreements, research and resolve complex technical issues, oversee escalation procedures, track issues to resolution, and perform monthly quality audits. ESSENTIAL FUNCTIONS and RESPONSIBILITIES Provide leadership and support to a team of Operations Support Services colleagues. Assign and oversee workloads for the team, ensuring adherence to processes and objectives to meet Service Level Agreements (SLAs). Help establish departmental procedures, standards, and metrics along with leadership. Assist team members with complex issues, offering guidance and support. Track non-compliance issues until resolution is achieved, acting as a quality assurance liaison. Communicate critical issues to supervisors promptly. Maintain in-depth knowledge of applicable claim systems and processes to aid in resolving customer concerns. Escalate calls to appropriate departments when necessary. Provide timely status updates and follow-up information to clients as required. Analyze quality data, conduct audits, and report findings to management. Lead training sessions for OSS Coordinators and OSS Associates. Monitor incoming calls and emails to ensure prompt resolution of issues. Contribute to process improvement initiatives as identified by leadership. Participate in interviews for potential hires and provide feedback to hiring managers. ADDITIONAL FUNCTIONS and RESPONSIBILITIES Perform other assigned duties as needed. Support the organization’s quality programs. Travel as required for the position. QUALIFICATIONS Education & Licensing Bachelor's degree from an accredited college or university is preferred. Experience A minimum of three (3) years in claims management or a similar combination of experience and education is required. Skills & Knowledge Outstanding oral and written communication skills, including presentation abilities. Proficiency with PC and Microsoft Office products. Leadership and motivational skills to inspire a team. Analytical and interpretive skills for problem-solving. Strong organizational skills. Excellent negotiation capabilities. Team-oriented approach. Ability to meet or exceed performance competencies. COMPENSATION As required by law, Sedgwick provides a reasonable compensation range for this role in jurisdictions with pay transparency laws. Pay will be influenced by various factors, including skill set, experience level, and location. For this specific posting, the starting pay range is between $39,536.00 and $71,165.00 USD annually. A comprehensive benefits package is offered that includes medical, dental, vision, 401k and matching, PTO, disability and life insurance, employee assistance, flexible or health savings accounts, and other voluntary benefits. WORK ENVIRONMENT We consider reasonable accommodations whenever applicable. Key attributes include the ability for clear thinking and decision-making, excellent judgment, and the capacity to handle multiple priorities while meeting deadlines. Physical demands involve computer keyboarding and potential travel. The responsibilities listed reflect the general nature and level of work expected in this role and are not exhaustive. Management reserves the right to modify duties as needed. Sedgwick is proud to be an Equal Opportunity Employer and maintains a Drug-Free Workplace. If this role excites you but you don’t meet every qualification, we encourage you to apply! Sedgwick is committed to creating a diverse, equitable, and inclusive workplace, recognizing that everyone brings a unique set of skills and experiences. As the leading partner in risk and claims administration, Sedgwick helps clients navigate the unexpected, backed by advanced AI technology. With over 33,000 colleagues globally and 10,000 clients across 80 countries, we provide unparalleled solutions in claims administration, loss adjusting, and product recall.