Unit Manager II

Title 

Unit Manager II

Overview of Position
Plans, organizes, leads, controls, and coordinates the day-to-day activities of associates involved in providing services in hazard outsourcing. Lead and manage team performance to consistently meet production targets to achieve department goals, as well as contractual SLA requirements. Monitor, communicate and adjust workflow providing direction to our domestic teams and collaboration with global partners to support performance and process improvements to assist in enhancing the overall process and achieve production results.

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 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 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 controls exist 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 aids work groups outside of span of control without jeopardizing service levels to assigned department.
• Participate with analysis and resolution of operational problems, process improvements that cover other areas outside of span of control.
• Update Account Executives (AE) with any changes involving assigned clients.

 
What are the requirements needed for this position? 

• Minimum two years of supervisory experience required.
• Mortgage servicing, customer service, or hazard insurance processing experience.
• MS Office Suite Product, Black Knight and SSP working knowledge
• 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. Ability to work under deadlines to meet client compliance goals/standards.
• Ability to think creatively.
• Ability to solve problems.
• Ability to work on multiple projects simultaneously.
• Ability to make quick decisions based on incomplete information.
• Ability to effectively manage a large multicultural, diverse group.
• Ability to analyze workflow and implement process improvements.
• Ability to motivate associates in a demanding environment.
• High School Diploma

What other skills/experience would be helpful to have? 

Associates degree

What are the working conditions and physical requirements of this job?  

General office demands  
 

ENT2003 - Unit Manager II

Job Grade

08

Pay Range:

$49,300.00 - $81,300.00

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 then this is a pipeline requisition, and we will continue to collect applications on an ongoing basis.

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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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