Supervisor, Capability Center Operations - GCC Global Home IT

Assurant, Inc.; Buenos Aires; On-site; ARS 900,000 - 1,300,000; Full time

Job summary

Assurant, Inc. is seeking a Supervisor, Capability Center Operations - Global Housing Operations in Argentina.

You will lead a team of Team Leads and Processing Associates, driving productivity, quality, and SLAs while coaching staff and managing workloads in a fast-paced, client-focused environment. You will collaborate with business partners to analyze operational data, communicate results, and implement scalable processes to support growth and new portfolios.

Qualifications

• Advanced English communication skills required (written and verbal).
• Strong analytical and problem-solving abilities using data.
• Experience coaching/mentoring and building high-performing teams.
• Proven leadership of operational teams (2+ years).
• Ability to manage multiple priorities in fast-paced environments.

Responsibilities

• Lead and develop a team of Team Leads and Processing Associates.
• Monitor productivity, quality, accuracy, and SLAs.
• Conduct performance reviews and coaching sessions.
• Manage workload distribution and capacity to meet client commitments.
• Analyze trends and performance data to identify risks and improvements.
• Communicate results and priorities with stakeholders.
• Lead change initiatives and support organizational growth.
• Ensure compliance with policies and procedures.

Skills

Advanced English communication

Analytical thinking

Problem-solving

Team leadership

Stakeholder communication

Tools

Excel

Power BI

Job description

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.