Service Center Operations Leader

This is a fully remote position, open to applicants in United States.

📋 Description

• Plan, organize, lead, control, and coordinate the delivery of hazard outsourcing services at a remote service center.

• Maintain client relationships related to outsourcing while managing multiple clients or multifunctional units.

• Collaborate with senior management to establish strategic short- and long-term goals.

• Develop, administer, and oversee operating budgets, projections, and expenses.

• Formulate policies, implement procedures, and guide supervisory staff.

• Participate in the hiring process, workforce planning, discipline, terminations, training, performance standards, and employee development.

• Create effective workflows, staffing levels, supervision, communication systems, and organizational structures.

• Develop, implement, document, and oversee quality assurance programs and ensure regulatory compliance.

• Design and manage hazard training, leadership development, succession planning, technology integration, customer service, and client-specific training programs.

• Oversee inbound call volumes, staffing, scheduling, service levels, customer research, exception reports, and return/refund checks.

• Balance project assignments with volume requirements, addressing escalated customer issues as necessary.

• Lead and mentor supervisors through constructive feedback and developmental opportunities.

• Manage the implementation of new clients, including task plans, procedures, training, and acceptance testing.

• Act as the outsourcing liaison for multiple clients while fostering strong client relationships.

• Ensure that workspace, equipment, and supplies meet operational needs.

• Participate in safety, fire prevention, and disaster recovery programs.

• Investigate complaints and take corrective or disciplinary action when necessary.

• Facilitate client meetings and conference calls, review performance feedback, and implement procedural changes.

• Stay informed about hazard insurance and outsourcing developments through self-development and professional organizations.

• Direct the preparation and review of records, recurring and special reports, analyses, and corrective actions.

⛳️ Requirements

• A minimum of 2 years (Level II) or 3 years (Level III) of demonstrated experience in leading and developing exempt-level employees (e.g., managers or supervisors) within a large-scale, multi-team operation.

• Exceptional verbal and written communication skills.

• Understanding of human resource policies and procedures.

• Proficient knowledge of legacy servicing systems such as Alltel or MortgageServ, along with multi-client policies and procedures.

• General knowledge of mortgage servicing as well as regulatory and compliance procedures.

• Familiarity with property insurance products, including Assurant lender-placed products.

• Business and financial acumen related to budgeting and operating a remote service center.

• Bachelor’s degree (preferably in Business) or equivalent work experience.

• Ability to support customer service objectives while providing value-added services.

• Leadership and coaching skills to ensure efficient and effective service delivery.

• Employment is contingent upon the successful completion of a required identity verification process, which may include biometric technology where permitted by law.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health, dental, and vision insurance.

• Retirement savings plan with company matching contributions.

• Opportunities for professional development and advancement.

• Flexible work environment and work-life balance initiatives.