Supervisor, Capability Center Operations - GCC Global Home Insurance Tracking

OVERVIEW/GENERAL DESCRIPTION

The Supervisor, Capability Center Operations - GCC Global Home IT, is responsible for leading end‑to‑end operational performance for assigned hazard insurance processing workstreams. This role ensures consistent achievement of quality, production, and client SLA targets while fostering strong talent development, operational discipline, and continuous improvement. The Supervisor partners closely with global stakeholders to deliver compliant, cost‑effective, and scalable operations that support Assurant’s strategic objectives and client commitments.

ESSENTIAL FUNCTIONS

• 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, that 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 supporting HR policies.
• Recruit 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.
• Continually challenge staff to improve/increase skills and operational knowledge.
• Ensures 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 offers assistance to work groups outside of span of control without jeopardizing service levels to assigned department.

KNOWLEDGE/SKILLS/EXPERIENCE REQUIRED

• Education: Level of knowledge ordinarily acquired through completion of an Associate’s degree or equivalent work experience is required.
• Experience: Two or more years of supervisory experience required.  Experience in mortgage servicing, customer service, retail banking or hazard insurance processing is desirable. 
• Knowledge: Good verbal and written communications skills, analytical skills.  An understanding of human resource policies and procedures.  Basic workflow management tools. 
• Skills:  Well developed interpersonal skills promoting 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 to multiple goals/objectives.

MENTAL DEMANDS

Ability to maintain concentration in the face of frequent interruptions 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 Ability to pay close attention to detail