AVP, Quality and Escalations

The AVP, Quality & Escalations will plan, direct, coordinate, and oversee Quality Assurance for call center agents and claims adjusters, as well as Customer, Executive, and Regulatory Escalations activities in the organization, ensuring design, development and implementation of efficient capabilities, providing continuous process improvements, and cost-effective systems to meet current and future needs of the business.

Specifically, will oversee quality operations and support activities to ensure alignment with the Company’s strategic goals and objectives. Work includes adherence with client contracts, partnership work with client audit organizations, and proactive measurement and identification of internal results and practices that will move the organization’s operational performance to the next level. The position is responsible for proactively identifying world class practices, measures, and results internally and from external organizations to propel and sustain the business’s focus and promise of quality, customer satisfaction and brand reputation for every client/customer.

This position is responsible for driving customer experience through call center agent and claims adjuster quality evaluations, as well as the handling of customer escalations. They will create a culture that has a strong focus on consistency, adherence to quality and escalations service levels, and service delivery optimization opportunities. This person will serve to build and promote the ongoing evolution of our CARE framework for monitoring, tracking and reporting all types of escalations, which will serve to resolve issues related to customer's experience during the claims process.

What will be my duties and responsibilities in this job? 

• Lead a talent management strategy aligned to the business objective to foster a strong culture of engagement, development, and continuous learning that builds future organizational leadership, enhance collaboration and strengthen support of the Assurant values and strategies.
• Responsible for setting the strategic vision to transform and lead the quality and escalations departments and their related processes; accountable for proactively identifying, planning and deploying all quality programs as well as practices for timely and effective complaint management.
• Collaborates with executive leadership to develop and meet company goals while supplying expertise and guidance on projects and systems related to assigned functions.
• Define, support, align, and communicate brand, vision, values, and strategic direction through cross functional partnership. This includes continuous improvement to the programs and processes which achieve higher standards of quality and performance.
• Relationship building/management to foster an environment of collaboration and trust with employees, customers, communities, and all key stakeholders.
• Responsible for achievement of established financial, talent and operational (productivity and quality) goals.
• Develop meaningful analytics to help measure operational effectiveness and success.
• Conducts needs analysis to determine appropriate staffing requirements. Coordinates proper staffing of functional areas. Makes strategic decisions on staffing, including organizational restructure, provision of new services, growth support or reduction-in-force, as necessary. Responsible for remote and outsourced resources, as appropriate.
• Establishes, communicates, and implements operations-related policies, practices, standards, and security measures to ensure effective and consistent support and execution.
• Effectively communicate and align all levels within the organization, providing a clear picture of performance, and the accountability and ownership for closing gaps.
• Manage several projects simultaneously, with strong observance to budget management and company expectations related to creating efficient business practices.

What are the requirements needed for this position? 

This position demands an energetic, analytic business executive with demonstrated thought leadership on building and sustaining an operational performance and/or client engagement function.

• Bachelor’s degree in business or equivalent/related field, or equivalent experience
• 10+ years of success in progressively responsible roles, effectively leading efforts across cross-functional teams with proven success at managing complex processes, demanding stakeholders with effective results
• 10+ years of experience in business quality management, mortgage servicing, insurance industry, supply chain management, audit, regulatory compliance or quality management
• 10+ years supervisory and staff development experience in a corporate environment
• 10+ years of experience in auditing responsibilities, insurance systems, and/or end to end operations processes in a complex environment with a strong knowledge of company products and services
• Knowledge of coverage analysis, risk transfer, investigation, evaluation, negotiation and settlement of complex claims
• Knowledge of fundamental information technologies and the ability to use people, processes and technology to improve efficiencies and effectiveness
• Proven ability to effectively lead, partner and communicate with various levels of the organization to define and execute cross-functional business objectives
• Requires strong leadership, mentoring, organizational and communication skills
• Demonstrated ability to exercise initiative, independent judgment and be a self- starter
• Strong ability to work collaboratively to define shared goals, to design and implement effective tools and processes for meeting those goals, and for gaining alignment with all individuals involved in the associated initiatives
• Strong organizational and multi-tasking skills to be able to manage multiple complex strategic and operational business initiatives
• Ability to work in a fast-paced team environment
• Ability to travel up to 20% as needed

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Pay Range:

$138,200.00 - $230,800.00

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.

Expected application deadline is

10/28/2024

If date is blank 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 13 countries and awarded the Fortune America’s Most Innovative Companies recognition in 2023, 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.