Assurant Dir, Mortgage Operations in Duluth, Georgia

Assurant Global Home businesses are leading providers of creditor-placed homeowners insurance, direct-marketed products, collateral protection programs and related outsourcing services. They develop, underwrite, market and administer specialty property and personal lines of insurance through collaborative relationships with leading home mortgage companies, financial institutions, manufactured home builders and dealers, auto finance companies, property management companies and managing general agents.

We are currently looking for a Dynamic Call Center/Contact Center Director to support this business unit. This is a senior level position reporting directly to the Vice President of Offshore operations.

Key responsibilities:

  • Able to work in a fast paced environment; energetic, enthusiastic team player
  • Provides operational leadership in the development and delivery of customer care support within a fast-paced call center environment
  • Excellent managerial, motivational, and mentoring skills
  • Knowledge of staffing models and scheduling
  • Strong experience presenting to and communicating with all levels of managers on company, vendor and client sides
  • Proven experience managing to operational metrics, ensuring customer satisfaction, managing support cost to targeted forecast
  • Prepare reoccurring and special reports and analyses, ensuring accurate and timely submittal. Reviews information and interprets results, taking corrective actions, as necessary
  • Ensures compliance with regulatory agency guidelines and standards
  • Accountable for transition readiness of Customer Care tower functions, including monitoring execution delivery across cross-functional teams (Training, Performance Mgmt, Reporting, Command Center Operations (as applicable)through each phase of the transition (Planning to Business as Usual (BAU))
  • Provide support to program and Operations areas during UAT (User Acceptance Testing), including: Subject Matter Expert (SME) identification, test planning, test readiness, test sign-off
  • Liaison with SMEs - drive and monitor activities specific to applicable cross SME areas, ensure offshore Operations and Cross Functional teams are prepared for ramp-up; provide input to Program Manager (PM) in situations where PM is driving activities that impact all towers
  • Primary liaison with Operations and Process Executives – drive partnership to ensure resource involvement through all phases of transition
  • Oversee progress and contribute to requirement documentation for client onboarding (apps, security)
  • Awareness of system requirements and impacts
  • Accountable for identification of client specific nuances
  • Review and approval of project plan including cross functional requirements artifacts
  • Review Change Management communication plans for accuracy and timing
  • Responsible for assisting with and/or development of client engagement related materials
  • Maintain high-level understanding of project financials
  • Identify needs of supporting teams required to drive cross-tower transition activities; bring awareness of those needs to Program Manager for coordination across the work stream
  • Responsible for reviewing, ensuring accuracy and approval of vendor billing for Customer Care services provided

Basic Qualifications Required - Experience, Skills, and Knowledge:

  • Minimum 10 years of business/operations experience
  • Minimum 3 years of leadership experience in a call center support operation

Other required skills/experience:

  • Proven ability to drive quantifiable business results , as well as proven results associated with leading and driving change
  • Strong interpersonal and communication skills, demonstrated through past experience and results
  • Proven ability to manage diverse elements of complex projects/processes for people, tasks, communication, change, etc. to drive optimal outcomes and results - Strong project management and multi-tasking
  • Proven strategic thinking/planning abilities - can see and create the big picture, with communications and influence to engage others for action
  • Proven experience within operational environment

Preferred Qualifications - Experience, Skills, and Knowledge:

  • Master’s degree
  • Training, certification, application across improvement approaches
  • Mortgage/loan servicing, financial services and/or insurance experience
  • Working knowledge of six sigma methodologies
  • Off-shore operations experience
  • Third party vendor management experience

Job: *Operations-Management

Title: Dir, Mortgage Operations

Location: GA-Duluth

Requisition ID: 51550