Manager, Operations Process Management

The operations process management team is focused on “run” and “change” processes and activities of the organization to effectively and efficiently meet or exceed changing clients and business needs.  This position is responsible for leading the design, modeling, executing, monitoring and optimization of operations process management team to align the organization’s strategy.

What will be my duties and responsibilities in this job?

Process Management & Leadership

• Manages team members’ work activities on a day-to-day basis. Prioritizes and ensures the accuracy of work products, answers questions and resolves problems, provides overall support to operations. Ensures accurate and timely product delivery.
• Analyzes workflows, procedures, and systems for continuous process improvement. Identifies and resolves process deficiencies and quality control issues across the team. Develops new methods and/or approaches to achieving business objectives.
• Positively contributes to process re-engineering automation and optimization efforts which result in consistent service delivery while reducing operational costs. Focuses the priorities on the broadest benefit realization.
• Balances demands with team skills and work capacity; reacts quickly to and manages changing competing priorities.
• Collaborates with cross-functional areas externally and internally in the implementation of new systems, system enhancements and process improvements
• Assists in the planning and implementation of special projects and performs other duties and tasks to meet company objectives within established time frames.
• Builds testing and quality assurance processes for projects and responsible for implementation of user acceptance testing
• Responsible for research and solutioning on coverage verification, missing contracts, and other complex issues from call center operations, Account Executives, accounting and other departments
• Monitor process changes, impacts, and make recommendations for implementation
• Creates new support processes and focuses on process improvement to enhance effciency, cost savings and improve customer experience
• Act as a change agent within the business building trusted relationships to influence and align leaders to achieve innovative solutions and results across a matrixed organization.
• Evaluate process changes, impacts, and make recommendations for implementation
• May include back office oversight for mail handling, document imaging, data entry and policy operations/premium processing

Data Management and Operational Practices

• Creates effective process to manage file loads and data entry for all incoming transactions: enrollments, cancellations, registration, payments and claims.
• Ensure the data integrity of the manual process-enrollments, contract entry, survey’s, etc. Every transaction entered into the system should be valid and is consistent with the business processing rules and data standards
• Understand all file processing in details and serve as a subject matter expert (SME) for file loads, data entry, client specific and generic system edits
• Monitor file load reports, control error handling process, and ongoing error file exchange with clients. Communicates with other team as appropriate.
• Pass ISO, SOX and other internal and external audits
• Focus on the entire process, introducing innovation into the process that can impact results, enhance profitability, and assist the organization to meet its business objectives and goals. 
• Define, prioritizing, and developing high quality products and features that deliver demonstrable customer and business value across the group.
• Act as an ambassador for Agile best practices, lead sprint reviews and engage in daily stand ups and sprint retrospectives. Help others in the business understand the Agile development process.
• Organize backlog based on clear understanding of cross-organizational priorities and business impact.
• Communicate sprint deliverables and timelines to management and business stakeholders.
• Develop creative ways to solve operational and business problems and drive benefits by changing existing processes, strategies, and ways of working
• Ensure alignment on product implementation across each line of business by understanding their value proposition and unique set of needs.
• Serve as the subject matter expert, providing support and training as needed.
• Oversee implementation of Standard Operating Procedures for task/function.
• Develop, document, and maintain internal operational and outward-facing business processes and methodologies
• Lead other Business Product Owners to gather requirements, organize, and maintain process documentation, define, and optimize process models, conduct user acceptance testing
• Partner with L&D leader to identify and execute LOB-specific training needs

Team Leadership and Culture

• Lead process/relationship management and technical operations teams to meet client needs and drive the LOBs strategic initiatives
• Drive development by holding managers accountable for functional and leadership coaching and encouraging associate development planning
• Build a superior operations service delivery team by a) assessing, developing, and engaging outstanding talent; b) evaluating existing claims management and ensuring they are operating effectively, addressing technical and leadership gaps in performance.
• Identify and orchestrate talent mobility to develop and retain talent with cross-capability and LOB knowledge
• Ensure continued development of team in business process management services and tasks including good practices for process analysis, engineering, and optimization.

What are the requirements needed for this position? 

• Bachelor’s degree or equivalent experience
• 3+ years leading business or operational teams
• 2+ years of experience facilitating the development and implementation of business initiatives and projects, based on management objectives
• Minimum 3 years in leading people and/or projects
• Experience with operations policy and claims processes for the lines of business supported or prior experience with other lines of business
• 5 years with business process knowledge in Assurant products preferred
• A drive to enable both the management of ongoing business while also evaluating the continuous improvement of our operating model and operations processes related to claims and policy operations
• Exceptional relationship-building experience with the ability to listen, build rapport, and credibility with peers and as a partner vertically within the business unit, as well as with leadership and capability teams
• 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
• Energy, focus, assertiveness, and diplomacy.  Knows when to push an agenda and when to let a situation develop, rest, or advance
• Highly developed communication skills in writing, speaking, and presenting.  Ability and comfort with working at executive levels
• Ability to influence and break down silos within an organization as well across organizations using personal rather than positional power
• Must demonstrate acumen in business and capabilities that support the business
• An outside-in focus - Outstanding end customer/consumer relationship skills
• Strong humility, listening, creativity, and negotiation skills
• Accepts ownership and accountability for results

#LI-remote

Pay Range:

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 listed 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 14 countries and awarded the Fortune America’s Most Innovative Companies recognition, 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.

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.

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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