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Unit Manager (Commercial Insurance Tracking)

Employer
Assurant
Location
Miami, Florida
Salary
Not Specified
Closing date
Apr 24, 2019

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Job Details

Plans, organizes, leads, controls and coordinates the day-to-day activities. The Unit Manager is responsible for overseeing a team and servicing clients to ensure service levels are met, as well as resolve customer issues/complaints, correspondence, tasks, web workflow and escalations.


RESPONSIBILITIES:

  • Participates in the development of short/long term goals and plans for work group

  • Insures that controls exist to monitor existing performance

  • Communicates appropriately departmental performance

  • 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 escalations associated with performance of individual(s), customer issue, department and/or operational tasks. Identify root cause, implement controls to prevent/minimize future occurrences.

  • Promote team development and cohesive participation

  • Maintains individual and group reports/data that explain departmental and individual performance including (but not limited to) attendance, work hours, productivity, quality and support staffing models.

  • 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.

  • Participate in client meetings/updates and provide all necessary information within the time line agreed upon.

  • Able to maintain service levels.

  • Continually challenge staff to improve/increase skills and operational knowledge.

  • Insures that controls exist to monitor changes in processes designed to address issues and highlight progress.

KNOWLEDGE/SKILLS/EXPERIENCE REQUIRED (Minimum Level Necessary)



EDUCATION:

  • Level of knowledge ordinarily acquired through completion of an Associates degree or equivalent work experience is required.
EXPERIENCE:

SKILLS:

  • Two or more years of supervisory experience required.

  • Experience in customer service/call center.

  • Good verbal and written communications skills, analytical skills.

  • An understanding of human resource policies and procedures.

  • Basic workflow management tools.

  • 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.

  • Ability to multi-task and perform to meet multiple goals/objectives.

  • 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.

Note: Must be available to work a flexible schedule which may include evening and some Saturday hours. Some travel may be required for business continuity purposes.


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Company

At Assurant, we protect, connect and support major consumer purchases ... like homes, cars, appliances, and phones ... in partnership with industry-leading brands.

The brands people trust ... trust Assurant.

We help our clients connect and protect over 300 million consumers around the world.

We have 125 years of experience, 14,000 employees and operate in 21 countries.

Our unwavering purpose

We protect what matters most.

Our uncompromising values

Common sense, common decency, uncommon thinking and uncommon results guide the way we support our customers and work with each other. guide the way we support our customers and work with one another.

COMMON SENSE

We seek simple, straightforward solutions that keep life running smoothly for the clients and consumers we serve.

COMMON DECENCY

We act with integrity. We treat others with respect, courtesy, and kindness. We’re honest, transparent and committed to doing the right thing.

UNCOMMON THINKING

We're never satisfied with the status quo. We seek diverse perspectives and thrive on challenge. We believe there's always a way to build upon our successes.

COMMON RESULTS

We focus on actionable solutions that deliver measurable results. We approach each challenge with a sense of urgency, striving to exceed every expectation.

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