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Dir, Client Services

  • Anytown
  • R-93960
  • Sales and Account Services Management
  • Full Time
  • Added

Assurant is seeking a Director, Client Services with the opportunity to work remote from Home!

Assurant is a proven provider of specialty insurance products and services looking for a Director, Client Services who is ready to step into our fast paced, energetic environment and drive results. We are looking for individuals interested in learning our business, growing their expertise, while providing exceptional leadership. Assurant values a diverse workforce where employees are treated with respect, are encouraged to contribute, and have the opportunity for career growth.

Position Overview:

The Director, Client Services will be responsible for planning, organizing, leading, controlling, and coordinating the team that provides day-to-day interaction with clients, Account Executives (AE) and Operations. The Director’s primary objectives are to cultivate and maintain client relations, and lead client related initiatives, as it relates to outsourcing and lender placed activities, while ensuring clients are satisfied with problem resolutions. The Director is also responsible for associate development and accountability.

  • In consultation with superiors, peers, Account Executives (AE), subordinate managerial personnel, client’s representatives and their management team to develop short and long-term goals that are strategically aligned with the organization’s focus and vision.
  • Oversee the management of all aspects of existing client relationships with the intent of maintaining the relationship in a manner beneficial to Assurant and its clients. Client relationship maintenance and development can be measured in terms of:
  • Adherence to the Client’s contractual agreement.
  • On-going measures of satisfaction such as surveys and focus groups can be used as indicators of satisfaction.
  • Provide assistance to the AE Team in the development of annual business plans; client business reviews to ensure metrics and mutual revenue goals are being met.
  • Assist Sales Team with Client RFP responses.
  • Assist Operations and the AE Team in managing general aspects of service delivery at the client level.
  • Coordinating client projects in connection with service delivery, such as new client installs, new product installs, or new service installs
  • Monitoring service performance and assuring client expectations are met.
  • Assure clients operate within regulatory guidelines as wells as Assurant policies regarding all aspects of the business.
  • Advocate and manage change requirements for clients as specified by Assurant and its various supporting functional teams to comply with all business guidelines.
  • Develops and cultivates a strong working relationship with other functional areas within the company. Understand their goals and objectives while balancing the priorities of all parties involved to meet the business objectives. Creates business cases and project plans to support the initiatives. Leads implementation of approved migrations. Ensures there is effective communication and coordination with other functional units.
  • Assist sales/marketing and Finance with preparation of cost analysis models, pricing, new client presentation materials, client presentations and demonstrations/tours of the outsourcing technology and center.
  • Serves as liaison with other organizational components; establishes and maintains the working rapport necessary to develop cooperation and effectively integrate area services into the company’s overall business fulfillment system.
  • Hires subordinate personnel and (as necessary) assists them in planning staffing patterns for their area(s) of responsibility. Develops, evaluates, and (when necessary) disciplines and discharges subordinate personnel. Ensures the development of function-specific orientation and training programs for area personnel. Establishes standards for effective job performance and evaluates subordinates according to such standards. Delegates these responsibilities to subordinate managerial personnel as appropriate.
  • Maintains and cultivates staff morale and workflow efficiency of the staff. This may include the development and implementation or contribution in the development of incentive programs, employee training, newsletters, meetings and coaching.
  • Participates on committees and in programs for safety, fire prevention, disaster recovery and so forth. Ensures or participates in the development and implementation of center specific BCP plans for inclusion in these programs.
  • Formulates procedures for clients and secures appropriate approvals. Develops and administers processes necessary to implement approved procedures. Partners with trainers to develop function-specific orientation and training programs for personnel. Manages and provides leadership to management and supervisory staff to ensure the delivery of efficient and effective levels of service.
  • Develops, approves, and (when necessary) secures approval of policies designed to ensure the attainment of agreed upon goals in accordance with approved plans for area(s) of responsibility. Ensures the development of procedures necessary to implement policy. Provides the overall direction necessary to ensure the delivery of efficient and effective area services.
  • Responsible for the development and maintenance of an effective organization for area(s) of responsibility, including; a) efficient work flow patterns; b) established performance standards; c) effective delineation of duties and responsibilities; d) suitable staffing levels; e) appropriate management and supervision; and f) systems for timely communication of pertinent information.
  • Develops, secures approval of, and administers, an operating budget for area(s) of responsibility. Ensures all area(s) of responsibility’s projections and actual expenses meet budgeted objectives. Assesses the short and long-term vendor staffing needs to handle functions under management.
  • Develops, secures approval of, and administers, an operating budget for area(s) of responsibility. Ensures all area(s) of responsibility’s projections and actual expenses meet budgeted objectives. Assesses the short and long-term vendor staffing needs to handle functions under management.

Basic Qualifications:

  • 5 years of mortgage servicing, financial services, or insurance industry business experience
  • 5 years of working knowledge of insurance tracking applications
  • Travel 10 – 20 percent

Preferred Experience, Skills and Knowledge:

  • Bachelor’s degree in Business Administration or related field is preferred.
  • 5 years of the Ability to Build Organizational Talent - puts together the right people in the right roles and creates teams and/or organizational structures to support high performance and advance Assurant’s business objectives
  • 5 years of in-depth research and analysis on clients and competitors to know how to service the client
  • 5 years in a consultative way for understanding of client’s needs and business drivers to create business solutions
  • 3 years of working with remote teams 

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