[Remote] Service Center Operations Leader

Note: The job is a remote job and is open to candidates in USA. Assurant is a leading global business services company that supports, protects, and connects major consumer purchases. They are seeking a Service Center Operations Leader to plan, organize, and coordinate service delivery in hazard outsourcing while maintaining client relations and managing multiple clients or units. The role involves developing operational budgets, formulating policies, and overseeing training programs to ensure efficient service delivery.ResponsibilitiesWorks closely with senior management in developing short and long-term goals that are strategically aligned with the organization’s focus and visionDevelops, secures approval of, and administers, an operating budget for area(s) of responsibility. Ensures all areas of responsibility projections and actual expenses meet budgeted objectivesFormulates 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 serviceActively 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 appropriateResponsible 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 informationResponsible 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 standardsMay 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 locationMay 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 standardsManages 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 requirementsBalances project assignments and volume requirements to meet operational demands and satisfy service levels. Handles escalated or more complex customer issuesFosters the development and learning of supervisors. Communicates clearly defined and concise expectations, giving appropriate feedback, coaching, and developmental opportunitiesResponsible 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 implementationServes as an outsourcing liaison for multiple clients. Develops, nurtures, and maintains strong and positive relationships to ensure open, regular, and effective communicationEnsures area(s) of responsibility have the necessary workspace, equipment, and supplies to effectively perform their job functionsParticipates on committees and in programs for safety, fire prevention, disaster recovery, etc. Ensures the development of specific plans for inclusion in these programsDevelops 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 objectivesReceives 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 replyFacilitates 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 changesRemains 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 effectiveDirects 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 necessarySkillsMinimum 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 operationExcellent verbal and written communication skillsAn understanding of human resource policies and proceduresWorking knowledge of legacy servicing systems such as Alltel or MortgageServ and multi-client policies and procedures knowledgeGeneral knowledge of mortgage servicing and regulatory and compliance procedures. Property insurance products including Assurant lender placed productsOverall business and financial knowledge relate to budgeting and operating a remote service centerSupport the customer by practicing the corporate customer service objectives while providing value-added servicesProvides the leadership and coaching necessary to ensure the delivery of efficient and effective services provided by areas of responsibilityBachelor's degree (preferably in Business) or equivalent work experienceWorking knowledge of legacy servicing systems such as Alltel or MortgageServ and multi-client policies and procedures knowledgeBenefitsFor U.S. benefit information, visit myassurantbenefits.com.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.Company OverviewAssurant provides protection products and related services to safeguard companies against risks. It was founded in 1892, and is headquartered in New York, New York, USA, with a workforce of 10001+ employees. Its website is https://www.assurant.com/.Company H1B SponsorshipAssurant has a track record of offering H1B sponsorships, with 7 in 2025, 12 in 2024, 24 in 2023, 34 in 2022, 6 in 2021. Please note that this does not guarantee sponsorship for this specific role.