Supervisor Capability Center - Evergreen

Overview of Position

The Supervisor, Global Operations & Customer Service is a people leader responsible for driving the day-to-day operational performance of customer service, claims, and insurance-related workstreams within Assurant's Global Capability Center and Connected Living operations. This role ensures the consistent achievement of quality, productivity, customer experience, compliance, and service level objectives while fostering a high-performance culture focused on accountability, continuous improvement, and employee development.

The Supervisor serves as a key escalation point for customer and operational issues, leads frontline teams through change, and partners closely with global stakeholders to deliver scalable, compliant, and customer-centric solutions that support Assurant's strategic business objectives.

What makes us different?

• Competitive compensation and comprehensive benefits package.
• Career growth opportunities within a global organization.
• Collaborative and inclusive culture focused on continuous learning.
• Exposure to global operations and cross-functional leadership.
• Opportunity to directly influence customer experience and operational excellence.

What will be my duties and responsibilities in this job?

• Lead, coach, and develop a team of customer service, claims, or insurance operations professionals to achieve quality, productivity, compliance, attendance, and customer satisfaction goals.
• Conduct regular coaching sessions, performance reviews, quality evaluations, and development conversations to drive employee success.
• Monitor operational performance, service levels, workloads, and key performance indicators, implementing corrective actions when necessary.
• Serve as the primary escalation point for customer and operational issues, ensuring timely resolution and identifying root causes and improvement opportunities.
• Analyze performance metrics, dashboards, and operational reports to develop action plans focused on increasing efficiency, quality, and customer experience.
• Partner with Workforce Management, Quality Assurance, Training, Operations Management, and other business stakeholders to ensure operational excellence.
• Communicate business updates, process changes, policy modifications, and performance expectations clearly and effectively.
• Lead and support change management initiatives, process enhancements, and the implementation of new tools and operational strategies.
• Ensure compliance with corporate policies, operational procedures, regulatory requirements, and client service commitments.
• Support hiring, onboarding, talent development, employee engagement, and workforce planning activities.
• Maintain effective controls to reduce operational risk and protect both clients and Assurant from potential losses.
• Build a positive, inclusive, and high-performing team culture focused on accountability, collaboration, and customer-first behaviors.

What are the requirements needed for this position?

• Bilingual level of English
  High School Diploma or GED required; Bachelor's degree preferred.
• Minimum 4 years of experience in customer service, contact center, claims processing, insurance operations, mortgage servicing, banking operations, or a related field.
• Minimum 2 years of supervisory or people leadership experience.
• Strong experience managing operational KPIs, productivity metrics, quality standards, and service level agreements (SLAs).
• Demonstrated ability to coach, motivate, and develop high-performing teams in a fast-paced operational environment.
• Excellent verbal and written communication skills in English.
• Strong analytical and problem-solving capabilities with experience translating data into actionable business improvements.
• Ability to manage multiple priorities simultaneously while meeting deadlines and compliance requirements.
• Experience handling escalations, conflict resolution, and performance management conversations.
• Proficiency with Microsoft Office applications and operational management systems.

What other skills/experience would be helpful to have?

• Experience within Connected Living, Home Solutions, Home Warranty, Insurance Operations, Global Housing, Mortgage Servicing, Retail Banking, or similar industries.
• Experience working in a Global Capability Center (GCC) or shared services environment.
• Knowledge of workforce management tools, CRM platforms, and call center technologies.
• Strong change management and continuous improvement experience.
• Bilingual communication skills.
• Experience partnering with global stakeholders and cross-functional teams.
• Strong decision-making skills with the ability to act effectively under pressure.
• Knowledge of quality assurance frameworks and process improvement methodologies.
• Proven ability to identify operational trends and implement sustainable solutions.
• Experience supporting recruiting, onboarding, and talent development initiatives.

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

General office environment. This position requires prolonged periods of sitting and frequent use of a computer, telephone, and standard office equipment. Employees may occasionally be required to stand, walk, and lift or move items weighing up to 10 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

How much should I expect to travel?

Minimal travel required. Occasional travel may be needed for business meetings, training sessions, or organizational events.

AI and Biometric Usage

Assurant supports the responsible use of Artificial Intelligence (AI), but we want to know the real you. Visit our AI Usage Guidelines page to understand what we expect from applicants regarding their use of AI during the application process. Since we would like to know the real you, we require that all of our virtual interviews be conducted on video.

Employment is contingent upon completion of a required identity verification process, which may include biometric technology, where permitted by applicable law and subject to applicable notice and consent requirements. See our Privacy Notice to learn about Assurant’s privacy practices, including our use of AI-enabled technology, automated decision making, and biometric information.

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