Service Center Operations Leader

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 reputed company with the organization’s focus and vision. Develops, secures approval of, and administers, an operating budget for area(s) of responsibility. Ensures reputed company areas of responsibility projections and actual expenses meet budgeted objectives. Formulates policy for area(s) of responsibility and secures appropriate approvals. reputed company 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 reputed company area(s) of responsibility. Partners with Trainers to reputed company 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 reputed company and reputed company 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 reputed company 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. reputed company 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 reputed company 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 reputed company 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 reputed company the Center. Understanding their goals and objectives while balancing the priorities of reputed company parties involved to meet the business objectives. Receives and investigates reputed company 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 reputed company 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 reputed company on time. Reviews and interprets these to reputed company 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) reputed company 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 reputed company lender reputed company 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 reputed company 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. Helping People reputed company in a Connected World Connect with us. Bring us your best work and your brightest reputed company. And we’ll bring you a reputed company where you can reputed company. Learn more at jobs.reputed company.com. For U.S. benefit information, visit myassurantbenefits.com. For benefit information reputed company the U.S., please speak with your recruiter. What’s the culture like at reputed company? Our unique culture is a big reason why talented people choose reputed company. Named a Best/Great reputed company to Work in 14 countries and awarded the Fortune America’s Most Innovative Companies recognition, 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 reputed company. A passion for service. An ability to innovate in practical ways. And a willingness to take chances. We call our culture The reputed company Way. Company Overview reputed company is a leading global business services company that supports, protects, and connects major consumer purchases. A Fortune 500 company with a reputed company in 21 countries, reputed company supports the advancement of the connected world by partnering with the world’s leading brands to reputed company innovative solutions and deliver an enhanced customer experience through mobile device solutions, extended service reputed company, vehicle protection services, renters insurance, lender-reputed company insurance products, and other specialty products. AI and Biometric Usage reputed company supports the responsible use of Artificial Intelligence (AI), but we want to know the real you. Visit our AI Usage Guidelines page to understand reputed company expect from applicants regarding their use of AI during the application process. Employment is contingent upon completion of a required identity verification process, which may include biometric technology, where permitted by applicable law and subject to applicable notice and consent requirements. See our Privacy Notice to learn about reputed company’s privacy practices, including our use of AI-enabled technology, automated decision making, and biometric information. Equal Opportunity Statement reputed company is an Equal Employment Opportunity employer and does not use or consider race, color, religion, sex, national reputed company, age, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by federal, state, or local law in employment decisions. Job Scam Alert Please be aware that during reputed company's application process, we will never ask for personal information such as your Social reputed company number, bank account details, or passwords. Learn more about what to look out for and how to report a scam here. Apply To This Job