Director, Operations & Service

Assurant

2d•$122,400 - $204,400

About The Position

The Director, Operations and Services reports to a Global Housing VP and provides strategic and operational leadership for assigned business, client, product, program, service, or process areas. Operating with a high degree of independence, the Director establishes priorities, builds stakeholder alignment, evaluates business needs, leads change, and drives measurable improvements in performance, service, quality, cost, risk, and customer outcomes. The role works across functions and locations to implement, manage, control, and continuously improve assigned operations and services. The Director leads six Analysts and drives cross-functional execution, partnering with senior leaders and teams across operations, finance, technology, quality, customer care, processing, training, sales, carrier, data and reporting, legal, account management, the People Organization, and the PMO. The role leads through influence to address client needs, improve processes, and deliver operational objectives.

Requirements

Bachelor’s degree or equivalent experience overseeing operations teams.
Minimum of 5–7 years of leadership and supervisory experience.
10 years of business or operations experience.
Proven ability to drive quantifiable business results.
Proven results leading and driving change.
Strong interpersonal and communication skills.
Ability to manage diverse elements of complex projects and processes, including people, tasks, communication, and change, to drive optimal outcomes.
Strong project-management and multitasking skills.
Strategic thinking and planning abilities, including communicating and influencing others to take action.

Nice To Haves

Ability to work independently and with multiple levels of managers, associates, and clients.
Ability to establish credibility and trust quickly within aligned process or program areas.
Ability to work successfully with ambiguity and multiple decision makers.
Goal-focused approach and demonstrated ability to deliver results.
Ability to overcome obstacles and develop alternative plans.
Strategic planning and big-picture perspective.
Change-management skills, including helping move a culture.
Effective communication and planning skills.
Positive attitude and willingness to pursue outcomes that benefit the business.
Exceptional collaboration skills.
Initiative and proactive approach.
Analytical ability to make complex issues simple.

Responsibilities

Provide strategic and operational leadership for assigned businesses, clients, products, programs, services, or processes.
Monitor operational performance, service levels, contractual commitments, expense-plan adherence, and progress against goals; identify gaps and establish accountable corrective-action plans.
Lead or support intake, evaluation, prioritization, governance, and change-management processes.
Assess operational and business-process capability, demand, service levels, risks, dependencies, and trends using metrics, dashboards, and other decision-support tools.
Set expectations, coach and develop team members, manage performance, and recognize contributions.
Drive focused improvement in cost, quality, time, and innovation for assigned areas.
Monitor business, client, customer, operational, and industry needs to anticipate impacts, risks, and opportunities.
Communicate performance, priorities, risks, escalations, decisions, and commitments to stakeholders and senior leaders.
Lead assigned deliverables and changes through planning, implementation, adoption, and measurement of results.
Recognize and celebrate process results.
Identify, recommend, and implement data-based best practices, including opportunities for common practices across clients.
Build alignment among cross-functional leaders and teams to support informed decisions, effective adoption, and sustainable business outcomes.
Lead six Analysts and drive cross-functional execution of operational changes.
Manage change and process improvements within assigned client, product, or process areas.