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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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Assistant Manager - Business Operation

The role of the Assistant Manager - Business Operation is to support the Operation Manager (and other functional teams) in delivering continuous improvement initiatives to ensure contact center service level, business information system needs and other key performance matrix are met.

Main duties are:

Quality Assurance

• Conduct regular audit on calls and job assignments to ensure adherence to Standard Operation Procedure and compliance guidelines

• Document audit activities, identify areas for improvement and produce summary report to facilitate monthly operation review

• Support Operation Manager and other functional team in developing and implementing quality improvement programs

• Establish preventive mechanism by identifying non-compliant activities / risks and escalate to Operation Manager to avoid potential issues arising from the reviews / audits

Reporting and Analysis

• Extract and analyse data from granular data points in a timely manner, with quality and accuracy for MIS and operational reporting

• Support and work with operation / functional teams to ensure the accurate and timely production of scheduled reports

• Co-ordinate with relevant stakeholders within Sedgwick’s Group IT and customers to provide compliance reports request from time to time

• Produce ad-hoc reports as required by the business and clients

Data Management

• Review and validate data received from clients (resolving inconsistencies) and upload to designated applications on a timely manner

• Manage and collect data, perform analysis, optimise data efficiency and quality

• Troubleshoot data-related issues and perform routine assessment to ensure data integrity and quality

Application Support

• Resolve issues raised by users encountered with business applications

• Liaise with internal Sedgwick's Group IT or external working partner on issues encountered with business applications

• Liaise with key stakeholders on system enhancements and delivery of new services

• Participate in user requirement, testing and user training of application enhancement or new application

Help Desk Support

• Onboarding and offboarding of users access to MICC's system applications

• First level support to users on application and hardware related matters

Minimum requirements:

• Bachelor's degree in any field of study

• Minimal of 5 years of experience in operations / quality improvement

• Experience in business intelligence and analytics are preferred

• Experience with the Microsoft Dynamic CRM and Genesys Contact Center System or similar application will be an advantage

• Possess strong command of spoken and written English

• Good analytical skills and the ability to interpret research data

• Complex problem-solving skills, with experience in driving root cause analysis and develop corrective actions

• Able to work independently and demonstrate personal initiative

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

• Proficient in either the Mandarin and/or Cantonese language would be an added advantage

• Demonstrates ability to work as a team to deliver our commitment to clients

• Advance skill in Microsoft office suite

• Analytical, problem solving and organizational abilities

• Meticulous and attention to details – high level of accuracy and thoroughness

• Team Player

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.

Taking care of people is at the heart of everything we do. Caring counts

Sedgwick is a leading global provider of technology-enabled risk, benefits and integrated business solutions. Every day, in every time zone, the most well-known and respected organizations place their trust in us to help their employees regain health and productivity, guide their consumers through the claims process, protect their brand and minimize business interruptions. Our more than 30,000 colleagues across 80 countries embrace our shared purpose and values as they demonstrate what it means to work for an organization committed to doing the right thing – one where caring counts. Watch this video to learn more about us. (https://www.youtube.com/watch?v=ywxedjBGSfA)