Supervisor, Capability Center Operations - GCC Global Home IT

Overview of Position The Supervisor, Capability Center Operations - Global Housing Operations, is responsible for leading the day-to-day performance of a team supporting insurance processing operations for U.S. mortgage servicing clients. This role oversees quality, productivity, service level adherence, and employee development while ensuring operational excellence and client satisfaction. The Supervisor partners with business leaders and stakeholders to manage workloads, monitor performance metrics, support continuous process improvements, and develop high-performing teams in a fast-paced, deadline-driven environment. This position plays a key role in supporting operational growth as new portfolios and clients transition into the Global Capability Center. What will be my duties and responsibilities in this job? Lead and develop a team of Team Leads and Processing Associates, fostering a culture of accountability, engagement, and continuous improvement. Monitor and drive key operational metrics, including productivity, quality, accuracy, turnaround times, and service level agreements (SLAs). Conduct regular performance reviews, coaching sessions, and career development conversations with team members. Manage workload distribution and operational capacity to ensure timely completion of assigned work items and client commitments. Analyze operational trends and performance data to identify risks, opportunities, and process improvement initiatives. Collaborate with business partners and leadership to communicate operational results, challenges, and strategic priorities. Lead change management initiatives and support business growth through effective operational planning and team scalability. Ensure compliance with all departmental, operational, regulatory, and company policies and procedures. What are the requirements needed for this position? A minimum of 2 years of experience leading operational teams in a supervisor, team manager, or equivalent leadership role. Experience managing productivity, quality, performance metrics, KPIs, and SLAs within a processing, operations, shared services, financial services, insurance, banking, or similar environment. Advanced English communication skills, both written and verbal. Intermediate to advanced Microsoft Excel skills, including data analysis, reporting, formulas, and performance tracking. Experience coaching employees, managing performance, and building high-performing teams. Strong analytical and problem-solving skills with the ability to make informed decisions using operational data. Ability to manage multiple priorities in a fast-paced environment while meeting deadlines and client commitments. What other skills/experience would be helpful to have? Experience in mortgage servicing, insurance operations, financial services, or transaction processing environments. Experience managing teams responsible for processing high-volume workloads rather than traditional inbound call center operations. Working knowledge of Power BI or other reporting and dashboard tools. Experience supporting operational transitions, organizational growth, or process improvement initiatives. Ability to influence stakeholders and effectively communicate across multiple levels of the organization. Strong ownership mindset with a focus on operational excellence and customer outcomes. Helping People Thrive in a Connected World Connect with us. Bring us your best work and your brightest ideas. And we’ll bring you a place where you can thrive. Learn more at . What’s the culture like at Assurant? Our unique culture is a big reason why talented people choose Assurant. Named a Best/Great Place to Work in 14 countries and awarded the Fortune America’s Most Innovative Companies recognition, we bring together top talent around the world. Although we have a wide variety of skills and experiences, we share common characteristics that are uniquely Assurant. A passion for service. An ability to innovate in practical ways. And a willingness to take chances. We call our culture The Assurant Way . Company Overview Assurant is a leading global business services company that supports, protects, and connects major consumer purchases. A Fortune 500 company with a presence in 21 countries, Assurant supports the advancement of the connected world by partnering with the world’s leading brands to develop innovative solutions and deliver an enhanced customer experience through mobile device solutions, extended service contracts, vehicle protection services, renters insurance, lender-placed insurance products, and other specialty products. AI and Biometric Usage Assurant supports the responsible use of Artificial Intelligence (AI), but we want to know the real you. Visit our AI Usage Guidelines page to understand what we expect from applicants regarding their use of AI during the application process. Since we would like to know the real you, we require that all of our virtual interviews be conducted on video. Employment is contingent upon completion of a required identity verification process, which may include biometric technology, where permitted by applicable law and subject to applicable notice and consent requirements. See our Privacy Notice to learn about Assurant’s privacy practices, including our use of AI-enabled technology, automated decision making, and biometric information. Job Scam Alert Please be aware that during Assurant's application process, we will never ask for personal information such as your National ID number, bank account details, or passwords. Learn more about what to look out for and how to report a scam here .