Title

Manager, Operations and Services III

Overview of Position

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.

What will be my duties and responsibilities in this job?

Oversees and Supervises Direct Reports

• Provides direct leadership to supervise the work activities for non-exempt 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.

Complaint Handling:

• 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.

Root Cause Analysis:

• Analyze complaint data to identify patterns and systemic issues.

• Develop and implement corrective actions to prevent recurrence.

• Use data-driven insights to drive continuous improvement in processes.

Reporting and Communication:

• 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.

Strategic Development:
Collaborate with senior management to establish short- and long-term goals aligned with the organization’s vision.

Budget Management:
Develop and manage the operating budget, ensuring projections and actual expenses meet objectives.

Policy Formulation:
Create and implement policies and procedures, providing leadership to supervisory staff for efficient service delivery.

Talent Acquisition and Management:
Participate in hiring processes, assess human resource needs, and collaborate with HR to attract and retain talent. Make recommendations regarding discipline and terminations, and partner with trainers to develop orientation and training programs.

Organizational Effectiveness:
Ensure efficient workflows, performance standards, clear delineation of duties, suitable staffing levels, and effective communication systems.

Project Leadership:
Lead project teams in developing and implementing corporate initiatives, such as the SmartFlow system, ensuring effective communication and coordination across functional units.

What are the requirements needed for this position?

• 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.

What other skills/experience would be helpful to have?

• 5 years of progressively more responsible experience in management, preferably in a customer service, research, or complaints handling role.

• Advanced certifications (e.g., Six Sigma, PMP) are a plus.

What are the working conditions and physical requirements of this job?

General office demands

Pay Range:

$86,000.00 - $143,700.00

Any posted pay range considers a wide range of compensation factors, including candidate background, experience and work location, while also allowing for salary growth within the position.

Expected application deadline is

11/21/2024

If date is blank then this is a pipeline requisition, and we will continue to collect applications on an ongoing basis.

Helping People Thrive in a Connected World
Connect with us. Bring us your best work and your brightest ideas. And we’ll bring you a place where you can thrive. Learn more at jobs.assurant.com.

For U.S. benefit information, visit myassurantbenefits.com. For benefit information outside the U.S., please speak with your recruiter.

What’s the culture like at Assurant?
Our unique culture is a big reason why talented people choose Assurant. Named a Best/Great Place to Work in 13 countries and awarded the Fortune America’s Most Innovative Companies recognition in 2023, we bring together top talent around the world. Although we have a wide variety of skills and experiences, we share common characteristics that are uniquely Assurant. A passion for service. An ability to innovate in practical ways. And a willingness to take chances. We call our culture The Assurant Way.

Company Overview
Assurant is a leading global business services company that supports, protects, and connects major consumer purchases. A Fortune 500 company with a presence in 21 countries, Assurant supports the advancement of the connected world by partnering with the world’s leading brands to develop innovative solutions and deliver an enhanced customer experience through mobile device solutions, extended service contracts, vehicle protection services, renters insurance, lender-placed insurance products, and other specialty products.

Equal Opportunity Statement
Assurant is an Equal Employment Opportunity employer and does not use or consider race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by federal, state, or local law in employment decisions.