The Director, Specialty Operations oversees the operations (exception processing, data entry, outbound validation, and other) for specialty coverages for real estate, commercial, and condominiums in multiple physical and remote locations. The Director provides leadership and consultative services to clients and internal teams to ensure Allied Solutions processes for Specialty areas meet state and federal regulations regarding efficient and effective processing of risk management product transactions. This role ensures the delivery of excellent customer service by consistently maintaining high standards, modeling a passion for service, and creating an environment that allows the team to best represent Allied Solutions’ brand. This position requires a seasoned professional with experience in insurance operations, a deep understanding of specialty insurance products, and a proven track record of implementing efficient processes.
Job Duties and Responsibilities:
Operations Workflow & KPI Management (40%)
- Effectively manage employees, processes, workflow, client servicing, and quality assurance regarding policies and procedures to meet all necessary flood insurance regulations/guidelines and other state and federal regulations regarding insurance tracking for other collaterals (condominiums, commercial, others).
- Develop and execute strategic operating plans for the efficient processing of flood insurance and specialty coverages to align insurance processing strategies with overall business objectives.
- Develop, maintain, and report key performance trends and opportunities with clients, sales field, business partners, and 3rd Party Suppliers regularly.
- Collaborate with the risk management Product and Operations teams to assess and minimize. losses and improve overall risk management associated with flood and specialty insurance products.
- Ensure compliance with regulatory requirements and industry standards.
- Manage assigned vendor/supplier partner relationships. Ensure Allied is leveraging options across the enterprise and identifying ways to tie into each other as appropriate (data sharing and added efficiencies).
- Identify trends for workflow improvements, training needs, and client service needs. Coordinate and execute solutions with various teams within department and/or with vendor/supplier companies.
Deliver and Enhance Servicing (25%)
- Create and maintain processes for managing service level agreements and key performance indicators at Client and Allied portfolio levels.
- Communicate and collaborate with Allied’s sales team, Allied’s Risk & Compliance teams, Legal, and other Allied departments to identify and then execute adjustments and improvements to monitoring services for Specialty and Flood areas.
- Assist in troubleshooting, escalations, corrective actions, and controls within established Servicing. and Quality framework while ensuring compliance standards and regulations are in place.
- Senior Leader point of contact related to assigned processes during regular and after hours.
- Implement technology solutions to streamline processing workflows.
Employee Management & Development (25%)
- Oversee and direct staff to maintain service level standards to meet clients and company expectations
- Foster employee involvement and employee empowerment to enable team members to contribute their best effort at work. Ability to help others develop their skills, identify strengths and weaknesses and make appropriate recommendations. Responsible for developing and coaching to ensure the department is meeting or exceeding service standards.
- Collaborate with Supervisors and other division/department leaders to effectively manage employee resources to ensure accurate and timely processing for all functional areas within the department.
- Follow Human Resource requirements for interviewing, counseling, evaluating, disciplining and terminating employees with guidance provided by management and HR. Ensures new employees are oriented to the organization, its policies, facilities, etc.
Financial Budget Management & Trending (10%)
- Manage departments’ expenses to meet financial goals and budget.
- Evaluate and execute adjustments to staffing levels, ensuring that service standards are not compromised while meeting budget goals and benchmarks.
- Analyze monthly, quarterly and as needed reports for determining departmental benchmarks and developing trends that impact the department and clients.
Qualifications (Education, Experience, Certifications & KSA):
- High school diploma or GED required.
- 5-7 years of work-related experience required.
- Financial and/or Property & Casualty Insurance experience required for Flood, Commercial, and/or Condominiums.
- Certification(s) and/or Proven Work Experience (3+ Years) with National Flood Insurance Program (NFIP).
- Preferred P&C Insurance license and/or trainings / certifications.
- Preferred experience in Commercial loan originations and servicing.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with a job.
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We offer our employees a robust compensation package! Our comprehensive benefits include: medical, dental and vision insurance coverage; 100% company-paid life and disability coverage, 401k options with company match, three weeks PTO by the end of the first year and much more. Allied proudly promotes from within as part of a strong commitment to providing career growth opportunities for employees of all levels. Our diverse business portfolio allows employees broad career options with the advantage of staying with the same organization.
All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.
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