Assurant

Service Center Operations Leader

Assurant • $74K — $147K *
US-AnywhereRemote in United States
Business Services
Less than 5 years of experience
Today
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Job Overview by Ladders

Qualifications

  • 2-3 years of leadership experience in a multi-team operation (Level II), or 3-5 years for Level III
  • Strong verbal and written communication skills
  • Familiarity with human resource policies
  • Knowledge of mortgage servicing systems like Alltel or MortgageServ
  • Understanding of mortgage servicing and regulatory compliance
  • General financial acumen related to budgeting operations of a remote service center
  • Commitment to customer service excellence.

Responsibilities

  • Develop and align short- and long-term goals with senior management
  • Administer and oversee operating budgets
  • Formulate and enforce policies, ensuring team compliance
  • Lead recruitment processes and human resource assessments
  • Design and implement quality assurance programs
  • Manage training programs tailored to client and center needs
  • Serve as outsourcing liaison, nurturing client relationships

Benefits

  • Remote work flexibility
  • Professional development opportunities
  • Participation in safety and disaster recovery programs
  • Strong collaborative environment with other functions
  • Leadership development and coaching for team members
Full Job Description
Title

Service Center Operations Leader

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. Manage multiple clients or multi-functional units and or units requiring specialized knowledge. Provides leadership to many associates.

Posted as Service Center Operations Leader I, however, will offer Service Center Operations Leader II or III based on experience, skills, knowledge and if the candidates meets requirements for level II or III.

What will be my duties and responsibilities in this job?
  • Works closely with senior management in developing short and long-term goals that are strategically aligned with the organization's focus and vision.


  • Develops, secures approval of, and administers, an operating budget for area(s) of responsibility. Ensures all areas of responsibility projections and actual expenses meet budgeted objectives.


  • Formulates policy for area(s) of responsibility and secures appropriate approvals. Develop and administer procedures necessary to implement approved policy. Manages and provides leadership to supervisory staff to ensure delivery of efficient and effective levels of service.


  • Actively participates in the hiring process for new team members. Assesses the short and long-term human resource needs of the organization, while collaborating with Human Resources to attract and retain talented team members. Makes authoritative recommendations in such matters of discipline and terminations within area(s) of responsibility. Partners with Trainers to develop function-specific orientation and training programs for area personnel. Establishes standards for effective job performance and evaluates area(s) of responsibility according to such standards. Delegate these responsibilities to supervisory personnel as appropriate.


  • Responsible for the development and maintenance of an effective organization for area(s) of responsibility, including a) efficient workflow patterns; b) established performance standards; c) effective delineation of duties and responsibilities; d) suitable staffing levels; e) appropriate supervision; and f) systems for timely communication of pertinent information.


  • Responsible for the development, implementation, documentation, and monitoring of an ongoing quality assurance program for area(s) of responsibility. Ensures compliance with regulatory agency guidelines and standards.


  • May have responsibility to develop and oversee training programs to meet the client and center needs. Training programs consist of new hire hazard training, leadership classes for management, succession planning program for prospective leaders, new technology training (i.e. Lotus Notes, Smart Flow, etc.), customer service training, and training for new client implementations. Training will also support client relationships by providing customized training programs for the client's needs. The programs are facilitated at the client's location.


  • May have responsibility for the development, implementation, documentation, and monitoring of an ongoing quality assurance program for the entire Outsourcing Center. Ensures compliance with regulatory agency guidelines and standards.


  • Manages inbound call volumes through appropriate staffing and scheduling ensuring service levels are met. Ensures timely and accurate processing of customer research, daily client exception reports, return/refund checks, according to client standard and/or regulatory requirements.


  • Balances project assignments and volume requirements to meet operational demands and satisfy service levels. Handles escalated or more complex customer issues.


  • Fosters the development and learning of supervisors. Communicates clearly defined and concise expectations, giving appropriate feedback, coaching, and developmental opportunities.


  • Responsible for new client implementation as it pertains to hazard outsourcing. Develop and monitors client implementation task plans. Reviews client procedures, suggests procedural changes as it relates to best practices, documents procedures and provides client specific training. Participates with the client and other organizational components in acceptance testing for all phase of the implementation.


  • Serves as an outsourcing liaison for multiple clients. Develops, nurtures, and maintains strong and positive relationships to ensure open, regular, and effective communication.


  • Ensures area(s) of responsibility have the necessary workspace, equipment, and supplies to effectively perform their job functions.


  • Participates on committees and in programs for safety, fire prevention, disaster recovery, etc. Ensures the development of specific plans for inclusion in these programs.


  • Develops and cultivates a strong working relationship with other functional areas within the Center. Understanding their goals and objectives while balancing the priorities of all parties involved to meet the business objectives.


  • Receives and investigates all complaints concerning area(s) of responsibility and its personnel; determines veracity of such and (as necessary) takes corrective or disciplinary action and/or prepares a reply.


  • Facilitates and participates in regularly scheduled meetings and conference calls with the client. These calls are designed to obtain feedback on the performance of the Center and to provide an opportunity to implement any necessary procedure changes.


  • Remains abreast of developments in the field of hazard insurance and hazard insurance outsourcing by pursuing a program of self-development, participating in professional organizations, interacting with peers, reviewing pertinent literature, etc. Incorporates advancements when practical and cost effective.


  • Directs the preparation of records as well as recurring and special reports and analyses for areas of responsibility ensuring that they are complete, accurate and prepared on time. Reviews and interprets these to ascertain the extent to which goals are being attained. Take corrective action as necessary.


What are the requirements needed for this position?

  • Minimum of 2 years (Level II) or 3 years (Level III) demonstrated experience leading and developing exempt-level employees (e.g., managers or supervisors) within a large-scale, multi-team operation.


  • Excellent verbal and written communication skills.


  • An understanding of human resource policies and procedures.


  • Working knowledge of legacy servicing systems such as Alltel or MortgageServ and multi-client policies and procedures knowledge.


  • General knowledge of mortgage servicing and regulatory and compliance procedures. Property insurance products including Assurant lender placed products.


  • Overall business and financial knowledge relate to budgeting and operating a remote service center.


  • Support the customer by practicing the corporate customer service objectives while providing value-added services.


  • Provides the leadership and coaching necessary to ensure the delivery of efficient and effective services provided by areas of responsibility.


What other skills/experience would be helpful to have?

  • Bachelor's degree (preferably in Business) or equivalent work experience.
  • Working knowledge of legacy servicing systems such as Alltel or MortgageServ and multi-client policies and procedures knowledge.


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

General office demands

#LI-Remote

Pay Range:
$74,600.00 - $147,000.00

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.

About Assurant

The Warranty Group is the world’s premier provider of extended service plans and related benefits, with operations in 33 countries and 1800 employees. We have $5 billion in assets with almost $2 billion in revenues (2010). Our wholly-owned subsidiary, Virginia Surety Company, Inc., is rated "A-" Excellent by AM Best Company, as is our UK based company, London General Insurance. By providing underwriting, claims administration and marketing expertise, The Warranty Group is a global single-source solution for manufacturers, distributors and retailers of consumer goods including autos, homes, consumer electronics, medical devices, furniture and appliances as well as financial institutions. We partner with our clients to drive revenue through customer acquisition and retention, while providing financial modeling and regulatory services. The Warranty Group is a unit of Onex Corporation (TSX:OCX), one of Canada's largest publicly-held companies with assets of $40 billion, revenues of $35 billion, and 212,000 employees worldwide(2011).

Assurant Careers

Joining Assurant means becoming part of a team that is committed to supporting your career growth and innovation in the insurance sector. As a global provider of risk management solutions, Assurant is where professional aspirations meet opportunities for real impact.

Work You’ll Do

At Assurant, you’ll be part of a culture that cherishes diversity and is grounded in our commitment to helping you thrive. We offer a variety of job opportunities that allow you to bring your whole self to work every day. From entry-level positions to leadership roles, Assurant is keen on hiring top talent to drive our mission forward.

Explore Our Job Opportunities

Whether you're looking for a full-time position or an internship, Assurant provides a platform to enhance your skills and push the boundaries of what's possible. With a focus on innovation and leadership, our team is constantly looking for ways to foster growth and improve our services.

Professional Growth and Development

Assurant is dedicated to your professional development. We provide comprehensive benefits and diversity training that ensure you have the tools needed for success. Our leadership programs are designed to cultivate your skills and help you ascend in your career through a variety of learning and networking opportunities.

Join Our Team

Assurant is not just a company; it's a community. We are committed to building a team that reflects our values of respect and inclusivity. Our hiring process is straightforward and respectful, designed to assess your skills and ensure a good fit for both parties. Prepare your resume, ace the interview, and join a team that’s ready to support you from day one.

Innovation at Assurant

At the heart of Assurant’s operations is a drive for innovation. Our employees are encouraged to think big and work together to solve challenges. This collaborative environment is ideal for those who are solution-driven and eager to make an impact in the industry.

Stay Connected

Discover more about the exciting career opportunities at Assurant by visiting our Jobs and Careers page. Stay up to date with the latest company news, and don’t miss out on the chance to become part of a leading global provider in risk management solutions.

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Learn more about Assurant
Size
15,600 employees
Market Cap
$6.4 billion
Industry
Finance & Insurance
Net Income
$441.8 million
Founded
1892
5 Year Trend
+6.2%
Revenue
$10 billion
NASDAQ
AIZ
* Ladders Estimates

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