Provides direct leadership, coaching, and operational oversight for Contract Maintenance associates responsible for the administration and lifecycle management of Assurant automotive service contracts and related products. Ensures contractual accuracy, regulatory compliance, financial integrity, service performance, and quality outcomes through effective workforce leadership, escalation management, operational controls, and continuous improvement initiatives.
This role serves as a key operational leader by developing talent, monitoring performance, resolving complex and non-standard contract scenarios, mitigating operational risk, and partnering cross-functionally to maintain service excellence and support business objectives.
What will be my duties and responsibilities in this job?
Lead performance management through coaching, goal setting, development planning, and employee recognition.
Assess talent, identify skill gaps, and develop succession plans to strengthen organizational readiness.
Monitor engagement and performance trends, implement action plans, and measure outcomes.
Address performance issues through timely, consistent, and effective coaching conversations.
Delegate work strategically to develop team capabilities and reduce key-person dependencies.
Oversee contract administration to ensure compliance with contract terms, underwriting guidelines, regulations, and client requirements.
Serve as the primary escalation point for complex, sensitive, or high-risk contract and customer issues.
Ensure operational decisions balance customer, client, compliance, and financial considerations while maintaining documentation standards.
Build strong cross-functional partnerships to resolve operational issues, mitigate risks, and improve performance.
Drive continuous improvement by analyzing trends and metrics, identifying inefficiencies, supporting business initiatives, and promoting standardized, compliant processes.
What are the requirements needed for this position?
High School Diploma or equivalent required
Three or more years of experience in a high-volume: Operations environment, contract administration environment, customer support environment, insurance environment, financial services environment, and/or back-office processing environment
Prior experience in: Leadership roles, supervisory roles, team lead positions, coaching and people development
Demonstrated ability to: Manage employee performance, prioritize workloads effectively, resolve escalations, and drive operational results
Strong knowledge of: Contract administration processes, compliance requirements, and operational controls
What other skills/experience would be helpful to have?
Automotive service contract experience preferred
Experience in financial services or insurance operations preferred
Workforce management experience
Quality assurance experience
Audit support experience
Training and development experience
Compliance experience
Proven track record leading process improvement initiatives
Proven track record driving operational transformation initiatives
Experience using operational reporting and performance metrics to: Drive team and business performance, improve operational efficiency, and achieve business results and organizational goals
What are the working conditions and physical requirements of this job?
General office demands
#LI-Remote
Pay Range:
$64,900.00 - $108,200.00
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.
If there is no posting end date listed then this is a pipeline requisition, and we will continue to collect applications on an ongoing basis.
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