Outsource Vendor Lead

We work with the world's top brands to make smart devices simpler. Problems easier to solve. We come from a variety of countries, cultures, and backgrounds, but we are united by our enduring values of common sense, common decency, uncommon thinking, and uncommon results.

So connect with us. Bring us your best work and your brightest ideas, and we'll bring you a place where you can thrive.

When you join Assurant you will be part of a community that cares. A diverse and supportive team culture will see you challenge yourself and motivate you to think out of the box.

Some of the benefits we offer to our team members are:

• Wellbeing programs - meditation, mindfulness
• Development programs & LinkedIn learning courses as well as study grants and support for higher education
• Mentoring programs
• Diversity panels and employee resource groups
• Cultural day off to celebrate what's important to you
• Volunteering opportunities to give back to a cause that is important to you

We are seeking a contract savvy individual to be responsible for managing the performance of our established outsourced call centre and operational support providers.

This role will focus on ensuring the delivery of all required services and that these are delivered within required service level standards and will be key in implementing process improvements and performance optimization of the outsourced partners.

As a senior member of the Business Services team, the Outsource Vendor Lead will support the pro-active, efficient, and cost-effective management of claims and services.

Key responsibilities of the role include:

• Ensure that the respective teams are delivering the highest standard of customer service and seek to achieve the best outcome for the customer and Assurant whilst ensuring policies and procedures are adhered to when lodging, assessing and settling claims or responding to customer enquiries
• Ensure that the providers comply with all insurance and non-insurance regulatory bodies/laws and internal policies and provide an expert level of knowledge on Assurant's products and procedures.
• Resolve disputes and escalations within appropriate timeframes whilst striving to achieve the best outcome for customer and Assurant.
• Achieve all contractual SLAs for all clients, and ensuring that all SLA's and requirements are reported on in a timely manner.
• Assist in the implementation of new clients and programmes ensuring that all processes are in place and that employees and outsourced partners have been appropriately trained to ensure effective claim and customer management.
• Ensure effective engagement daily with the outsourced providers management teams:
  • Actively participating in daily meetings to ensure a collaborative approach to managing day to day performance;
  • ensuring SLAs and regulatory standards are being met;
  • embedding a high-performance culture within the team.
• Develop and maintain daily, weekly, and monthly reporting:
  • Includes the analysis of data and identification of trends and issues, identifying opportunities for efficiency and other improvements and implementing these as agreed.
  • Provide findings to the Business Services Manager and actively seek performance feedback.

• Minimum 3-5 years' people management/supervisory experience in a call/customer service environment
• Minimum 3-5 years' experience managing an offshore call center
• Ability to coach, mentor and develop team members to deliver business performance standards.
• Ability to build strong working relationships with internal/external customers and any other relevant stakeholders.
• Proficiency in the use of Microsoft computer applications
• Ability to prioritise and manage workload
• Demonstrates ability to work effectively in a team environment & autonomously
• Strong problem-solving skills and attention to detail
• Excellent communication skills - verbal & written
• RG146 Compliance Certification desirable

Please submit your resume accompanied by a cover letter detailing your suitability for the role. Don't miss your opportunity to be part of this successful team, apply now!

For further information about Assurant, please visit our website: https://www.assurant.com/