Operations Manager III - CPI ( Collateral Protection)

I.  OVERVIEW/GENERAL DESCRIPTIONPlans, organizes, leads, controls and coordinates the day-to-day activities of associates involved in providing services in the area of hazard outsourcing.  This Unit is responsible for customer service, tape pay and list bill carriers, lender placed insurance activity, return checks, refund checks, correspondence, report reconciliation, faxes, and tasks/client referrals.  Due to the high customer contact, individuals in this position must display excellent interpersonal skills in order to be effective.  II  ESSENTIAL FUNCTIONS  Empowers team, coaches and develops direct reports and unit managers.  Proven track record of workflow management.  Creates and maintains budget.  Provides variance explanations as needed.  Ability to use strategic planning skills to coordinate future implementations and propose changes that enhance client retention and satisfaction. Monitors and maintains appropriate staffing levels based on volumes and new services implemented.  Exhibits or can develop thorough understanding of collateral protection product and design infrastructure ofteam to provide best service to meet client needs.  Aligns with training and clients to develop written procedures and online training tools for associates.  Works with Legal, Sales, and Product Management to understand specific issues related to product and any state restrictions or unique issues that relate to the product.  Assists in preparation and presentation of annual business review for current client base and addresses any concerns or impact of client changes to their process.  Also assists in preparation of client presentations on product and processes for client visits and potential client tours.  Communicates approved policies and procedures to work group and ensures compliance.  Recommends change to policies and procedures as necessary and may participate in the development and implementation of such changes.  Hires, develops, evaluates, and (when necessary) disciplines and terminates personnel or makes authoritative recommendations in such matters. Participates in developing specific functional orientation and training programs for work group.  Establishes standards for effective job performance and evaluates associates according to such standards. Demonstrates the ability to coordinate the workflow of a multi-client/multi-function environment.  Ensures work is distributed appropriately and that all client standards are met on a daily, weekly, and monthly basis.  Must maintain the accuracy of client performance reports and all established service levels.  Researches and responds to executive level customer complaints.  Obtains assistance from the client in obtaining information and documentation to resolve exceptions and problems.  Refers customer's non-insurance problems to the appropriate client department.  Works with other members of management and/or other key associates to develop and implement process improvements that, when adopted, realize significant productivity gains or quality enhancements to the outsourcing process.  Designs, creates, and prepares related reports and maintains records related to work group performance, attendance, expenditures, etc.  Conducts or participates in the analysis and resolution of operational problems.  Specific records/reports requirements include daily associate production reports, timesheets, annual  reviews, and tracking of temporary associate performance.  Meet business unit objectives, setting team or individual goals and expectations and providing ongoing feedback. 1.Education:  Associate's degree and/or a bachelor's degree or equivalent work experience is required. 2.Experience: Eight or more years of supervisory experience. Experience in loan servicing, customer service, or insurance processing is required. Collateral protection insurance knowledge a plus. 3.Knowledge/Skills: Strong leadership skills Excellent verbal and written communications skills. An understanding of human resource policies and procedures. Demonstrated ability to understand and work with systems to perform job functions. Knowledgeable in loan servicing and regulatory and compliance procedures a plus. Customer service techniques and call processing skills. Property insurance products are a plus.   Additional Information Position Type: Full Time, Employee Ref Code: 15546 Email this job to a friend "Assurant Specialty Property is an organization of high achievers. We strive to promote growth both within our organization and externally, for our clients. With our focus on leadership based on values of integrity, change, urgency and excellence, I am confident that we will continue as an industry leader and a trusted partner to our clients. " Gene Mergelmeyer, President, Assurant Specialty Property