Manager - Operations & Services

Yesterday

Apply Now

Receive Emails with Similar Jobs

Assurant

WebsiteLinkedInAll Job Openings

specialty insurance • extended service products and related services • renters insurance • lender-placed homeowners insurance • flood insurance

10,000+ employees

Founded 1892

💸 Finance

👥 B2C

💰 Post-IPO Debt on 2023-02

Description

•Plans, organizes, leads, controls, and coordinates the delivery of services in hazard outsourcing at a remote service center. •Responsible for maintaining client relations as it relates to outsourcing. •Manages multi-client/multi-functional units. •Provides leadership to associates. •Oversees and Supervises Direct Reports. •Ensures team members have appropriate tools, systems access, and knowledge to enable them to provide an exceptional work product. •Drives team and client performance to ensure delivery on client contractual service level agreements and Assurant performance targets. •Able to understand and resolve a variety of issues impacting team performance, productivity, and quality, while also supporting corporate policies. •Assists in resolution of issues that are too complex for team members, soliciting guidance from manager as needed. •Participate in client meetings/updates as needed. •Provide follow up information/documentation in a timely manner. •Receive and document customer complaints from various channels (phone, email, social media). •Conduct thorough investigations to identify the root cause of complaints. •Collaborate with internal departments to resolve issues promptly and effectively. •Analyze complaint data to identify patterns and systemic issues. •Develop and implement corrective actions to prevent recurrence. •Prepare and present regular reports on complaint trends and resolutions. •Communicate findings and recommendations to senior management and to external clients. •Train and guide staff on effective complaint handling and resolution techniques. •Collaborate with senior management to establish short- and long-term goals aligned with the organization’s vision. •Develop and manage the operating budget, ensuring projections and actual expenses meet objectives. •Create and implement policies and procedures, providing leadership to supervisory staff for efficient service delivery. •Participate in hiring processes, assess human resource needs, and collaborate with HR to attract and retain talent. •Ensure efficient workflows, performance standards, clear delineation of duties, suitable staffing levels, and effective communication systems. •Lead project teams in developing and implementing corporate initiatives, such as the SmartFlow system, ensuring effective communication and coordination across functional units.

Requirements

•Bachelor’s degree (preferably in Business) or equivalent work experience. •3 years of progressively more responsible experience in management, preferably in a customer service, research, or complaints handling role. •Strong background in root cause analysis and process improvement. •Excellent problem-solving and analytical skills. •Strong communication and interpersonal abilities. •Proven ability to set goals, drive results, track progress; proficiency in using complaint management software and data analysis tools. •Excellent time management skills, prioritization to meet tight deadlines in a fast-paced, ever-changing environment. •Ability to develop and create summary presentations for various audiences and to represent the data, an understanding of human resource policies and procedures. •Working knowledge of legacy servicing systems such as BKFS and Sagent and client specific policies and procedures. •General knowledge of mortgage servicing and regulatory and compliance procedures, property insurance products including Assurant lender placed products.