Manager Operations & Services III

Title 

Manager, Operations and Services III

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. Manages multi-client/multi-functional units. Provides leadership to associates.

What will be my duties and responsibilities in this job? 

Oversees and Supervises Direct Reports

• Provides direct leadership to supervise the work activities for non-exempt direct reports.

• Ensures team members have appropriate tools, systems access, and knowledge to enable them to provide an exceptional work product.

• Drives team and client performance to ensure delivery on client contractual service level agreements and Assurant performance targets.

• Able to understand and resolve a variety of issues impacting team performance, productivity, and quality, while also supporting corporate policies.

• Assists in resolution of issues that are too complex for team members, soliciting guidance from manager as needed.

• Participate in client meetings/updates as needed. Provide follow up information/documentation in a timely manner.

Complaint Handling:

• Receive and document customer complaints from various channels (phone, email, social media).

• Conduct thorough investigations to identify the root cause of complaints.

• Collaborate with internal departments to resolve issues promptly and effectively.

Root Cause Analysis:

• Analyze complaint data to identify patterns and systemic issues.

• Develop and implement corrective actions to prevent recurrence.

• Use data-driven insights to drive continuous improvement in processes.

Reporting and Communication:

• Prepare and present regular reports on complaint trends and resolutions.

• Communicate findings and recommendations to senior management and to external clients.

• Train and guide staff on effective complaint handling and resolution techniques.

Strategic Development:
Collaborate with senior management to establish short- and long-term goals aligned with the organization’s vision.

Budget Management:
Develop and manage the operating budget, ensuring projections and actual expenses meet objectives.

Policy Formulation:
Create and implement policies and procedures, providing leadership to supervisory staff for efficient service delivery.

Talent Acquisition and Management:
Participate in hiring processes, assess human resource needs, and collaborate with HR to attract and retain talent. Make recommendations regarding discipline and terminations, and partner with trainers to develop orientation and training programs.

Organizational Effectiveness:
Ensure efficient workflows, performance standards, clear delineation of duties, suitable staffing levels, and effective communication systems.

Project Leadership:
Lead project teams in developing and implementing corporate initiatives, such as the SmartFlow system, ensuring effective communication and coordination across functional units.

What are the requirements needed for this position? 

• Bachelor’s degree (preferably in Business) or …