Job Description

• Lead, coach, support and develop direct reports to build a high-performance culture amongst the team with a focus on talent mobility and progression, employee retention, and employee engagement.
• Set and monitor KPIs for the team to ensure performance of the service is effective and efficient to deliver best-in-class service.
• Ensure a framework is in place across the team to consistently measure and analyze key metrics and program performance against internal targets and client commitments, such as SLAs, TATs, CSAT and NPS.
• Serve as a subject matter expert on operational process and procedures, while also continually reviewing these areas to ensure the team is operating in a compliant, cost-effective manner, such as vendor invoicing and payments.
• Liaise with all key external stakeholders and clients when required to ensure operational efficiency of the departments are maintained.
• Work with functional teams, such as Sales, Account Manageement and Data Analytics to maintain volume projects for team staffing models to ensure appropriate levels/rostering is maintained across the department to meet the businesses requirements and volumes.
• Foster a culture of continuous process improvement within all aspects of department operations and maintain a structure for routine validations to confirm adherence to processes and procedures, as well as desired end-to-end customer journeys.
• Develop the teams effectiveness in interacting and managing vendors, including but not limited to constantly reenforcing our expectations, identifying and addressing root cause(s) of any issues, improving partner performance, identifying and addressing negative trends and taking corrective action, as necessary. Partner with Service Network team to create closed loop of feedback on vendor performance.
• Partner with cross functional leaders, such as IT, Compliance, Finance, Escalations, etc., to align on strategies and execution plans to trial and implement new capabilities.
• Support the implementation of new clients, products and capabilities through operational user acceptance testing and team member training.
• Ensure that the teams are approriately trained to achieve required service level standards and expectations, as well as effective customer management, with appropriate levels of cross training and multiskilling in place.
• Ensure oversight and budget management for departments.

Assurant