Supervisor, Capability Center Operations

About the role

The Supervisor, Capability Center Operations leads end‑to‑end operational performance for assigned insurance workstreams, ensuring quality, productivity and client SLA targets are met while developing talent and driving continuous improvement.

Key responsibilities

• Manage day‑to‑day operations, monitor associate quality and productivity, and ensure compliance with corporate policies.
• Lead performance conversations, set short‑ and long‑term goals, coach associates and communicate departmental performance to leadership.
• Maintain proactive communication with stakeholders, manage change, and propose action plans for operational gains.
• Enforce controls to mitigate financial risk and ensure high‑quality customer support.

Required profile

• Minimum two years of supervisory experience, preferably in mortgage servicing, customer service, retail banking or hazard insurance processing.
• Strong verbal and written communication, analytical abilities and understanding of HR policies.
• Well‑developed interpersonal skills, ability to motivate teams and engage cross‑functional peers.

Required skills

• Ability to multitask across multiple projects, meet deadlines and uphold client compliance standards.
• Quick decision‑making in ambiguous situations and creative thinking for process improvements.