[Hiring] Director, Operations & Service @Assurant

Role Description

The Director, Operations & Service reports to a Global Housing VP. The role provides strategic and operational leadership for assigned business, client, product, program, or process areas. Operating with a high level 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 position works across functions and locations to implement, manage, control, and continuously improve assigned operations and services.

Duties and Responsibilities

• Strategic and operational leadership for assigned businesses, clients, product, program, service, or process areas - 70%
• Monitor operational performance, service levels, contractual commitments, expense-plan adherence, and progress against goals; identify gaps and establish accountable corrective-action plans that deliver measurable and sustained business outcomes.
• Lead or support applicable intake, evaluation, prioritization, governance, and change-management processes that enable informed decisions, effective implementation, and realization of expected business benefits.
• Assess operational and business process capability, demand, service levels, risks, dependencies, and trends through metrics, dashboards, and other decision-support tools.
• Set clear expectations, coach and develop team members, manage performance, and recognize contributions that support sustainable results.
• Drive focused improvement for the assigned client/product/process – i.e., cost/quality/time/innovation.
• Monitor emerging business, client, customer, operational, and industry needs to anticipate impacts, risks, and opportunities within assigned areas.
• Provide timely communication to key stakeholders and senior leaders regarding performance, priorities, risks, escalations, decisions, and commitments.
• Lead assigned deliverables and changes through planning, implementation, adoption, and measurement of results.
• Recognition/celebration for process results.
• Initiative-taking identification, recommendation, and implementation of Best Practices based on data, with opportunities for common practices across clients.
• Cross-functional alignment and stakeholder influence – 30%
• Build alignment among VPs, Directors, operational leaders, Product, Finance, Technology, Quality, Customer Care, Processing, Training, Carrier, Data and Reporting, Legal, Account Management, People Organization, and PMO to support informed decisions, effective adoption, and sustainable business outcomes.
• Lead six Analysts and drive cross-functional execution.
• Partner with VPs, Directors, and leaders across the organization to turn client needs into actionable directions and drive the execution of operational changes.
• Manage change within the assigned client/product/process area and improvements to the process.
• Lead through influence across the organization as it relates to driving operational performance and objectives.

Qualifications

• Bachelor’s degree or equivalent experience with overseeing operations teams
• Minimum of 5-7 years of leadership and supervisory experience
• 10 years of business/operations experience
• Proven ability to drive quantifiable business results
• Proven results associated with leading and driving change

Requirements

• Strong interpersonal and communication skills, demonstrated through 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 skills
• Proven strategic thinking/planning abilities – can see and create the big picture, with communication and influence to engage others for action

Additional Skills/Experience

• Ability to work independently and with multiple levels of managers, associates, and clients
• Demonstrated credibility and trust established quickly within aligned process/program areas
• Demonstrated ability to work successfully with ambiguity and multiple decision makers
• Demonstrated ability to deliver results – goal focused
• Ability to overcome obstacles, think through plans a/b/c, etc.
• Strategic planning – Big Picture
• Change Management – ability to help move a culture
• Effective communication and planning skills
• Positive attitude, willing to work for outcomes that benefit the business
• Exceptional collaboration skills
• Initiative, Pro-active
• Analytical with the ability to make the complex simple

Working Conditions

• General office demands

Pay Range

$122,400.00 - $204,400.00

Company Description

Assurant is a leading global business services company that supports, protects, and connects major consumer purchases. A Fortune 500 company with a presence in 21 countries, Assurant supports the advancement of the connected world by partnering with the world’s leading brands to develop innovative solutions and deliver an enhanced customer experience through mobile device solutions, extended service contracts, vehicle protection services, renters insurance, lender-placed insurance products, and other specialty products.