Unit Manager - Lender Placed Operations

Employer
Assurant
Location
Santa Ana, California
Salary
Not Specified
Posted
Mar 30, 2018
Closes
May 29, 2018
Ref
53911#GIJ--Assurant.1
Category
Operations
Job Type
Not Specified
Career Level
Not Specified
Primary Job Accountabilities/Responsibilities: Hire, lead, develop, and mentor a team of non-exempt associates supporting one or multiple clients. Communicate expectations and manage for individual and team performance results.
  • Provide ongoing coaching and direction to associates and support a culture of teamwork, commitment, productivity and superior quality.
  • Coordinate workflow and ensure client standards are met on a daily, weekly and monthly basis.
  • Train and develop employees, communicate performance expectations, and manage for results.
  • Participate in establishing/defining short- and long- term goals and plans for the work group.
  • Participate in the administration and monitoring of an operational budget, which may include payroll tracking and managing staffing levels.
Monitor employee and team performance and maintain required service levels in order to meet client requirements.
  • Participate in client meetings and/or regulatory audits. Obtain feedback on the performance of the work group and make appropriate adjustments to ensure client requirements are met.
  • Monitor ongoing quality standards for employees/team and promote culture of continuous improvement.
  • Investigate and appropriately address client inquiries, complaints and/or opportunities.
  • Ensure compliance with regulatory agency guidelines and standards and implement any necessary procedural changes.
  • Maintain the accuracy of client performance reports.
Build and maintain effective internal and external working relationships. Collaborate with internal support teams and supervisors to effectively manage staffing levels, employee morale, and process improvement initiatives.
  • Request information and/or provide updates as needed.
  • Handle other duties and projects as requested based on business needs.
  • Maintain and increase operational skills and knowledge on an on-going basis and attend workshops, seminars, and other training sessions as appropriate.
  • Effectively collaborates with management/leadership regarding process, staff, client needs and service levels. May also back up operations manager as needed.
Basic Qualifications:
  • Strong leadership skills with the ability to build a trusting work environment
  • Ability to demonstrate and influence others to out perform
  • Passion for people and a desire to be the best
  • Strong interpersonal skills with the ability to inspire others
  • Exceptional verbal and written communication skills
  • Innovative thinker who anticipates and solves problems
  • Adapts and successfully leads others through change in a fast pace environment
  • 3-5 years experience in a people leadership role
  • High school diploma - required. Bachelor Degree is preferred.
Preferred Qualifications:
  • Experience in mortgage servicing, customer service, retail banking, hazard insurance processing or production driven environment
  • Experience with CFPB, Auditing and Compliance is a plus
  • Associate or Bachelor degree in business or related field or equivalent experience
  • Working knowledge of mortgage servicing systems
  • Knowledge of ADP system or other time management tools
  • Ability to multi-task and meet multiple goals and objectives
  • Demonstrated ability to analyze a situation, influence others, and negotiate a win-win
  • Demonstrated ability to be decisive and results-oriented with a high level of integrity
  • Ability to innovate and improve processes as needed
  • Strong time-management and organization skills
  • Must be flexible and enjoy working in a fast-paced environment


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