Operations Manager

6 months ago

Kuala Lumpur, Malaysia Sedgwick Full time

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.

Great Place to Work®

Top 100 Most Loved Workplace®

Forbes Best-in-State Employer

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

  • Risk Operations Officer

    6 months ago

    Kuala Lumpur, Malaysia BID Operations Full time

    Develop, follow, and enhance risk management policies and procedures within the designated risk jurisdiction. - Collaborate closely with the dealing and liquidity teams to effectively assess and manage operational risks. - Serve as a technical liaison to stakeholders and various departments within the firm, providing clear and concise answers to complex...

  • Customer Operation Supervisor

    7 months ago

    Kuala Lumpur, Malaysia BID Operations Full time

    At BID Operations, we are passionate about supporting our clients in their journey towards success. Our mission is to empower you to thrive by handling the essential yet time-consuming aspects of your business operations, allowing you to concentrate on strategic growth and innovation. What sets us apart is our commitment to understanding our customer’s...

  • Marketing Operation Specialist

    7 months ago

    Kuala Lumpur, Malaysia BID Operations Full time

    **Responsibilities**: - Collaborate with cross-functional teams to gather campaign assets, both online and offline, and ensure timely delivery. - Communicate with internal and external groups to ensure marketing materials comply with regulations. - Identify issues, risks, and benefits of website content and functionality updates, and outline business...

  • HR Manager

    7 months ago

    Kuala Lumpur, Malaysia BID Operations Full time

    **Human Resources Management**: - Establish effective communication and collaboration with HQ HR ensures that all the HR practices at local level align with the broader organizational strategies and goals. By relaying important information, feedback, and local insights to HQ, the HR Manager should adapt HQ strategies to fit the local context, ensuring that...

  • Funding Operation Associate

    7 months ago

    Kuala Lumpur, Malaysia BID Operations Full time

    **What A Day Looks Like**: ***: - **Daily Funding reviews and processing.** ***: - **Daily data reconciliation and generation of reports.** ***: - **Statistics collation and analysis.** ***: - **Identify, analyse, and report abnormal funding situations or issues.** ***: - **Risk Analysis from a Funding Standpoint.** ***: - **Case...

  • Digital Acquisition Marketing Manager

    6 months ago

    Kuala Lumpur, Malaysia BID Operations Full time

    This is a key role in driving the growth and profitability of our brand including customer acquisition and retention. Your role is to focus on the local market initially with the opportunity to develop this into a global role. Due to growth, we are looking to hire an ambitious Digital Acquisition Marketing Manager to take our digital customer acquisition to...

  • Customer Onboarding Manager

    6 months ago

    Kuala Lumpur, Malaysia BID Operations Full time

    We are seeking an experienced Customer Onboarding Manager responsible for coordinating and managing the onboarding process for new customers, ensuring their smooth and swift integration with our products or services. This role involves close collaboration with sales, customer support, and other relevant teams to deliver an outstanding customer...

  • Content Manager

    6 months ago

    Kuala Lumpur, Malaysia BID Operations Full time

    Join our team and play a crucial role in shaping our brand's digital presence through engaging and informative content. With your expertise, you will contribute to enhancing customer engagement, driving business growth, and establishing our fintech firm as a thought leader in the industry. **Requirements**: **Responsibilities**: - Content Strategy...

  • Digital Marketing Manager

    6 months ago

    Kuala Lumpur, Malaysia BID Operations Full time

    Join our team and be part of a dynamic and fast-paced environment where your digital marketing expertise will contribute to the growth and success of our fintech firm._ **Requirements**: **Responsibilities**: - Develop and Implement Digital Marketing Strategies: - Create and execute comprehensive digital marketing strategies to enhance brand awareness,...

  • Customer Service Manager

    8 months ago

    Kuala Lumpur, Malaysia BID Operations Full time

    At DLS Markets, we aim to provide you with the best trading conditions, powered by both industry-leading - and cutting-edge innovative platforms. Our R&D efforts constantly push the boundaries of liquidity and usability to empower you to benefit from a truly exceptional trading environment._ **Requirements**: **Responsibilities**: - **Team Leadership**: -...

  • Talent Engagement Consultant

    6 months ago

    Kuala Lumpur, Malaysia BID Operations Full time

    As a regional team leader, you will lead and inspire a team of talented recruiters, fostering a collaborative and high-performance culture. You will also work closely with the global team leader and internal stakeholders across the organization to understand hiring needs, develop recruitment strategies, and implement best...

  • Back Office Associate

    8 months ago

    Kuala Lumpur, Malaysia BID Operations Full time

    Are you prepared to step into a key role that merges language proficiency with operational excellence? BID Operations is in search of a Back Office Associate proficient in both Mandarin and English to contribute to our esteemed operations. As a Back Office Associate, your role will be pivotal in ensuring impeccable client support and operational efficacy....

  • Employee Relation Advisor

    3 months ago

    Kuala Lumpur, Malaysia BID Operations Full time

    We are seeking an experienced and dynamic HR Consultant oversee staff performance, administrative operations, and office management as location HR. This multifaceted role requires a strategic thinker with a strong background in HR management and efficient office operations. The HR Consultant will be responsible for fostering a positive work environment,...

  • Digital Marketing Coordinator

    6 months ago

    Kuala Lumpur, Malaysia BID Operations Full time

    **About Us** Introducing BID Operations, your trusted partner in providing comprehensive technology, corporate function solution, accounting & operations, and risk & compliance services to support our customer business growth! Our relentless focus on streamlining and simplifying processes ensures we meet our client's needs with exceptional efficiency. We...

  • Accountant Chinese Speaking

    6 months ago

    Kuala Lumpur, Malaysia BID Operations Full time

    At BID Operations, we are passionate about supporting our clients in their journey towards success. Our mission is to empower you to thrive by handling the essential yet time-consuming aspects of your business operations, allowing you to concentrate on strategic growth and innovation. What sets us apart is our commitment to understanding our customer’s...

  • Web Developer

    6 months ago

    Kuala Lumpur, Malaysia BID Operations Full time

    Introducing **BID Operations**, your trusted partner in providing comprehensive technology, customer services, accounting & operations, and risk & compliance services to support our customer business growing! Founded on year 2013, with the based headquartered in Sydney, our relentless focus on streamlining and simplifying processes ensures we meet our...

  • Client Funds Settlements Officer

    6 months ago

    Kuala Lumpur, Malaysia BID Operations Full time

    BID Operations is looking for a talented individual to join our team as a Client Funds Settlements Officer. BID Operations is committed to providing top-notch technology, customer service, accounting & operations, and risk & compliance services to our clients. As a Client Funds Settlements Officer, you will play a critical role in ensuring efficient and...

  • Client Funds Settlements Officer

    6 months ago

    Kuala Lumpur, Malaysia BID Operations Full time

    BID Operations is looking for a talented individual to join our team as a Client Funds Settlements Officer. BID Operations is committed to providing top-notch technology, customer service, accounting & operations, and risk & compliance services to our clients. As a Client Funds Settlements Officer, you will play a critical role in ensuring efficient and...

  • Paralegal

    6 months ago

    Kuala Lumpur, Malaysia BID Operations Full time

    Introducing BID Operations, your trusted partner in providing comprehensive technology, customer services, accounting & operations, and risk & compliance services to support our customer business growth! Founded on the year 2013, with the based headquartered in Sydney, our relentless focus on streamlining and simplifying processes ensures we meet our...

  • Back Office Associate

    6 months ago

    Kuala Lumpur, Malaysia BID Operations Full time

    Introducing **BID Operations**, your trusted partner in providing comprehensive technology, customer services, accounting & operations, and risk & compliance services to support our customer business growth! Founded on the year 2013, with the headquarters based in Sydney, our relentless focus on streamlining and simplifying processes ensures we meet our...