Unit Manager II

Title

Unit Manager-Loss Draft

Overview Of Position

Plans, organizes, lead, controls and coordinates the day-to-day activities of associates involved in providing services in hazard outsourcing. Oversee a team of Customer Care agents responsible for inbound customer calls and outbound calls as needed to resolve customer issues/complaints, correspondence, tasks, web workflow and client escalated referrals.

Posted as Unit Manager II, however, will consider for Unit Manager I or Unit Manager III based on experience, skills, knowledge and if the candidates’ meet requirements for Unit Manager I , II or III

What will be my duties and responsibilities in this job? 

• Participates in the development of short/long term goals and plans for work group.
• Solicits guidance from manager on best course of action for issues identified in work group.
• Ensures that controls exist to monitor existing performance for all department assignments and managing financial risk to the clients and Assurant by effectively managing controls to prevent losses and poor customer support.
• Communicates appropriately departmental performance.
• Insures appropriate/available tools, supplies and facilities exist for all associates in department, which are necessary to perform core functions and responsibilities.
• Consistently enforces all corporate/operational/departmental policies and values.
• Provide coaching and direction to all associates within department that promote continued improvement in performance.
• Enforce all key performance indicators that measure productivity and quality standards associated with department functions and tasks.
• Investigate and appropriately resolve all complaints associated with the performance of individual(s), department, and/or operational tasks. Identify root cause, implement controls to prevent/minimize future occurrences.
• Promote team development and cohesive participation to achieve department/operational objectives within assigned areas.
• Maintains individual and group reports/data that explain departmental and individual performance including (but not limited to) attendance, work hours, productivity, and support staffing models.
• Able to negotiate through differences in a productive manner that resolve issues impacting areas in and outside of assigned department/work group.
• Resolve personnel issues in an appropriate manner and support HR policies.
• Recruit the best possible candidates with skills and experience needed to support departmental functions.
• Leverage high performing associates to support critical roles within work group.
• Align staff resources and skills to support functions in department.
• Provide appropriate incentives and rewards that promote excellence and achievement.
• Solicit feedback from appropriate resources for continued improvement in self-development/learning.
• Participate in client meetings/updates and provide all necessary information within the timeline agreed upon.
• Able to maintain service levels for specific functions within span of control.
• Ability to maintain a variety of service level objectives within span of control.
• Continually challenge staff to improve/increase skills and operational knowledge.
• Ensure that control exists to monitor changes in processes designed to address issues and highlight progress.
• Promote team development and cohesive participation to achieve. department/operational objectives that are within work groups.
• Solicits and/or helps work groups outside of span of control without jeopardizing service levels to the assigned department.
• Participate with analysis and resolution of operational problems, process improvements that cover other areas outside of span of control.
• Insure Account Executives (AE) are updated with any changes involving assigned client.

What are the requirements needed for this position? 

• Minimum of two years of supervisory or team lead experience required.
• Experience in Mortgage servicing, hazard insurance processing, retail banking and customer service, retail banking . Loss Draft is a plus!
• Excellent verbal and written communication skills.
• An understanding of human resource policies and procedures.
• Basic workflow management tools.
• Well-developed people skills to promote team participation with assigned staff.
• Motivational methods to improve and develop assigned staff.
• Ability to engage co-workers and peers in cross-functional teams.
• Multi-task and perform multiple goals/objectives.
• Supports the customer by practicing the corporate customer service objectives while providing value added services and managing risk to the client.
• Work in collaboration with Internal teams: Center Manger, Operations Managers, Unit Managers, Team Leads, Trainers and Associates and External teams: Client representatives, local vendors, homeowners, insurance companies, and agents.

Pay Range:

$48,200.00 - $79,500.00

Any posted pay range considers a wide range of compensation factors, including candidate background, experience and work location, while also allowing for salary growth within the position.

If there is no posting end date listed then this is a pipeline requisition, and we will continue to collect applications on an ongoing basis.

• Helping People Thrive in a Connected World
• Connect with us. Bring us your best work and your brightest ideas. And we’ll bring you a place where you can thrive. Learn more at jobs.assurant.com.

For U.S. benefit information, visit myassurantbenefits.com. For benefit information outside the U.S., please speak with your recruiter.

What’s the culture like at Assurant?
Our unique culture is a big reason why talented people choose Assurant. Named a Best/Great Place to Work in 15 countries and awarded the Fortune America’s Most Innovative Companies recognition, we bring together top talent around the world. Although we have a wide variety of skills and experiences, we share common characteristics that are uniquely Assurant. A passion for service. An ability to innovate in practical ways. And a willingness to take chances. We call our culture The Assurant Way.

Company Overview
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.

Equal Opportunity Statement
Assurant is an Equal Employment Opportunity employer and does not use or consider race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by federal, state, or local law in employment decisions.

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