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The Associate Director - Optional Product Support will manage a special unit of teams that are the single point of contact for customer requests and inquiries to cancel optional insurance products. This unit is solely responsible for both customer contacts concerning cancelations via phone, email, mail, or in-person requests and the back-office processing of insurance cancellation requests and must balance volumes and quality for both workstreams.

The Associate Director - Optional Product Support will be responsible for strategic planning, design and proposal of new or enhanced processes, department budget, capacity model and planning, policy and procedure recommendations, talent planning and employee development. This is a unique leadership role that requires maintaining a customer focused environment that operates as both a high energy call center environment, and a high accuracy back office.  

In the Role

• Directing, setting, and overseeing the organization and ensuring that operational goals / metrics are consistently achieved or exceeded
• Lead complex projects, tasks and assignments with limited direction from senior leadership
• Lead and develop members of Optional Product Support team and within the BOSH Organization, building bench strength to cultivate the next generation of operational leadership
• Effectively communicate the vision and strategic direction of the team while improving processes and motivating the team to achieve critical goals
• Coordinate with legal, policy and compliance, credit risk, sales and other business areas to maintain compliance with regulations and overall strategy
• Partner closely with Technology partners to ensure ongoing system and process enhancements, fixes, or installations are supported with thorough requirements, testing, and validation
• Ensuring compliance monitoring and internal controls are in place, including processes for management of operational risk, in accordance with company and regulatory standards
• Leading and developing an effective team through communication, performance management, development plans and reward/recognition practices. Establish an accountability culture within the team, while leading with empathy and care for our teams
• Ensuring the operational unit exemplifies the OneMain Mission, Business Principles and customer commitment
• Work closely with other leaders in the BOSH Organization to ensure all priority business needs are met, and to ensure wellness and functionality of the full Organization
• Set the example for our teams by consistently demonstrating OneMain’ s Leadership Attributes

Requirements

• HS Diploma or GED
• 5 to 10 years of relevant experience ideally in call center/back-office operations management
• Minimum 3 years supervisory experience leading a large, or multiple production-based teams proven ability to coach, train, and motivate employees

Preferred

• Bachelor’s degree

Location: Evansville, IN; or London, KY - Hybrid