Business Relationship Director

Job Summary

This position will be responsible for supporting Global Housing Operations business capability/functional leaders, product management, and clients (Lending Solutions, Global Specialty, Multifamily Housing) in the areas of driving operational solutions by influencing and aligning leaders across Global Housing and Assurant to achieve strategic client and business objectives.  This position will assess and address the impact of process changes, drive towards standardization and efficiency, and oversee daily operations performance all while maintaining focus on the customer and client experience. 

Additional areas of focus will include oversight of expense plans, financial impacts of operational and product management initiatives and working closely with business and product executive management as well as leaders across GHO Operations relative to performance and management of operational and contractual commitments. 

The position will ensure existing capabilities, recommended practices, and management rigor associated with complex change initiatives are leveraged across business units and is responsible for ensuring value realization, expense targets, and client/customer expectations are met.

Job Responsibilities

Consultative Responsibilities (40%)

• Develops and cultivates a strong working relationship with other functional areas within the company and drive initiatives intended to deliver greater standardization and efficiencies to reduce operational complexity and manual tasks.
• Understand the goals and objectives of functional and product areas 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.
• Facilitates and/or manages the identification of timelines, dashboards, and financial scorecards for each initiative and product to keep executive leaders current on progress and potential challenges. Facilitates and manages the identification of timelines to keep leadership and business partners informed.
• Develop and represent deep understanding of product benefits, limitations, competitive landscape, and growth opportunities.

Leadership Responsibilities (35%):

• Lead the definition and simplification of processes to reduce operational friction that impacts Line of Business (LOB), customer and client.
• Manage communications about operational strategy for LOB, operational performance, expense plan adherence, and overall progress to the business.
• Ensures alignment on strategic client performance with other relationship LOB capability owners.
• Supports execution and deployment of new strategic services/capabilities and ensures client operational issues are resolved.

Operational Oversight (25%)

• 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 customer journey.
• Complete and/or oversee detailed analysis in support of defining strategy, communicating the story/ impact of efforts, and identifying gaps and/or opportunities for improvements.
• Generate and evaluate performance data to help define areas of opportunity and validate operational impact of client and procedural changes.
• Prepare stakeholders for implementations by planning and/or gathering operational requirements, coordinating training for internal or external systems/dependencies, and providing support for questions related to our operation for small change requests for existing clients.
• Oversee operational performance across all service delivery functions, ensuring action plans are defined and executed in response to opportunities for improvement.
• Represents Assurant when needed during project and/or client meetings.

Basic Qualifications

• B.S./B.A. degree or minimum of 7 years or equivalent experience leading initiatives across multiple physical and remote locations with a proven ability to manage diverse elements of complex projects/processes for people, tasks, communication, change, etc. to drive optimal outcomes and results.
• Minimum of 7 years or equivalent experience leading people, with proven track record of evaluating and building department talent and developing strong working relationships with business partners.
• Minimum of 7 years or equivalent experience working in a rapidly changing environment, requiring prioritization and multi-tasking skills to support both strategic and tactical needs from ideation through execution. 
• Minimum 10 years or equi