Service Center Operation Leader

Assurant

1d•Remote

About The 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 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.

Requirements

Three years of progressively more responsible experience in management, preferably with expertise in workflow management or call center management.
Mortgage servicing, or hazard insurance processing experience is desirable.
Experience in managing large numbers of associates.
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.

Nice To Haves

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.

Responsibilities

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.