Overview of Position

The Supervisor, Global Operations & Customer Service is a people leader responsible for driving the day-to-day operational performance of customer service, claims, and insurance-related workstreams within Assurant's Global Capability Center and Connected Living operations. This role ensures the consistent achievement of quality, productivity, customer experience, compliance, and service level objectives while fostering a high-performance culture focused on accountability, continuous improvement, and employee development. The Supervisor serves as a key escalation point for customer and operational issues, leads frontline teams through change, and partners closely with global stakeholders to deliver scalable, compliant, and customer-centric solutions that support Assurant's strategic business objectives.

What makes us different?

- Competitive compensation and comprehensive benefits package.
- Career growth opportunities within a general organization.
- Collaborative and inclusive culture focused on continuous learning.
- Exposure to global operations and cross-functional leadership.
- Opportunity to directly influence customer experience and operational excellence.

Duties and Responsibilities

- Lead, coach, and develop a team of customer service, claims, or insurance operations professionals to achieve quality, productivity, compliance, attendance, and customer satisfaction goals.
- Conduct regular coaching sessions, performance reviews, quality evaluations, and development conversations to drive employee success.
- Monitor operational performance, service levels, workloads, and key performance indicators, implementing corrective actions when necessary.




- Serve as the primary escalation point for customer and operational issues, ensuring timely resolution and identifying root causes and improvement opportunities.
- Analyze performance metrics, dashboards, and operational reports to develop action plans focused on increasing efficiency, quality, and customer experience.
- Partner with Workforce Management, Quality Assurance, Training, Operations Management, and other business stakeholders to ensure operational excellence.
- Communicate business updates, process changes, policy modifications, and performance expectations clearly and effectively.
- Lead and support change management initiatives, process enhancements, and the implementation of new tools and operational strategies.
- Ensure compliance with corporate policies, operational procedures, regulatory requirements, and client service commitments.
- Support hiring, onboarding, talent development, employee engagement, and workforce planning activities.
- Maintain effective controls to reduce operational risk and protect both clients and Assurant from potential losses.
- Build a positive, inclusive, and high-performing team culture focused on accountability, collaboration, and customer-first behaviors.

Requirements

- Bilingual level of English High School Diploma or GED required; Bachelor's degree preferred.
- Minimum 4 years of experience in customer service,



contact center, claims processing, insurance operations, mortgage servicing, banking operations, or a related field.
- Minimum 2 years of supervisory or people leadership experience.
- Strong experience managing operational KPIs, productivity metrics, quality standards, and service level agreements (SLAs).
- Demonstrated ability to coach, motivate, and develop high-performing teams in a fast-paced operational environment.
- Excellent verbal and written communication skills in English.
- Strong analytical and problem-solving capabilities with experience translating data into actionable business improvements.
- Ability to manage multiple priorities simultaneously while meeting deadlines and compliance requirements.
- Experience handling escalations, conflict resolution, and performance management conversations.
- Proficiency with Microsoft Office applications and operational management systems.

Other skills/experience would be helpful to have

- Experience within Connected Living, Home Solutions, Home Warranty, Insurance Operations, Global Housing, Mortgage Servicing, Retail Banking, or similar industries.
- Experience working in a Global Capability Center (GCC) or shared services environment.
- Knowledge of workforce management tools, CRM platforms, and call center technologies.
- Strong change management and continuous improvement experience.
- Bilingual communication skills.
- Experience partnering with global stakeholders and cross-functional teams.
- Strong decision-making skills with the ability to act effectively under pressure.
- Knowledge of quality assurance frameworks and process improvement metho

📌 Supervisor Capability Center (Capitán Sarmiento)
🏢 Assurant Services Argentina
📍 Capitán Sarmiento