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Team Leader, Customer Service Delivery at Guardian Life Insruance

Posted in General Business 30+ days ago.

This job brought to you by eQuest

Type: Full-Time
Location: Bethlehem, Pennsylvania

Job Description:


The New Business & Benefit Services (NBBS) Team Leader is responsible for leading and managing all aspects of their direct team whether the team is in Onboarding, Case Install or Business Process. The role of a team leader is to effectively lead and manage their direct team members to ensure we meet our commitments to customers in an efficient manner.

It is intended that the role of a team leader enables their respective team to contribute to the achievement of customer and financial goals within the NBBS department by; driving service excellence through continuous improvement of operational processes and maintaining all compliance and security requirement. However, a team leader enables these goals by spending 70% of their time creating a highly engaged team and culture by providing coaching, feedback and development of each team member daily.

Essential Job Responsibilities, Duties, Tasks

  • Create a high performing culture / team through daily coaching, feedback and providing focused development with each team member.

  • Effectively execute and manage resources against business goals to ensure that commitments and performance metrics are achieved.

  • Proactively analyze root-cause issues that generate inconsistencies in practices/processes, drive increase costs, generate re-work, or adversely impact the end product. Bring solutions to improve the effectiveness of the team/department.

  • Collaborate with leaders' cross-functional to identify opportunities to streamline the end-to-end process and enhance the customer experience.

  • Serve as a key relationship liaison with the field to address and resolve customer issues.

  • Participate/Manage cross-functional projects for system enhancements/product development/customer experience as assigned while not foregoing daily responsibilities to be available for direct team.

  • Proactively communicate with senior leadership regarding business performance, adverse impact of decisions on customers and potential risks to the business.

  • Be a continuous learner demonstrated through engaging in your own development, embracing and leading change management and continuous improvement.

  • Will often lead 12-20 direct team members.


  • Best in class knowledge and expertise in leading operational teams while building best practices in delivering exceptional service capabilities.

  • Develops and Inspires Others. Actively coaches, develops and rewards team members while building teams that ensures the very best people are in place. Displays a confident yet approachable demeanor.

  • Creates a Culture of Inclusion. Fosters a culture where diverse thoughts, experiences and backgrounds are valued and celebrated. Empowers employees to take initiative to further team and company goals. Treats others fairly and equitably.

  • Earns Trust and Confidence. Demonstrates the courage to make difficult decisions and candid conversations. Follows through on commitments and upholds Guardians commitment to ethical business practices.

  • Leads Transformation and Change. Leads effectively in ambiguous environments while being able to communicate the business need for change. A leader who embraces change, however, is able to respond with empathy during challenging times.

  • Achieves Superior Results. Sets high standards for employees and team while being able to build commitment to achieving goals and deliverables. Has or able to gain the technical and functional competence and expertise regarding to lead their team.

  • Delivers Long Term Value. Maintains a strong external focus on customers, industry and regulatory while balancing risk and growth opportunities. Proactively looks at new and different ways of approaching work to continuously improve the business.


  • Bachelor Degree in business, operations or related field or substantial demonstrated leadership experience within industry.

  • Advance Degree desirable

  • 3-5 years of progressive leadership / management of people experience preferred

  • Influential communication skills in highly cross-functional role

  • Collaborative leadership and client relationship management desired


  • Travel (approximately once per quarter)

  • Bethlehem - PA, Appleton - WI
Every day, Guardian provides Americans the security they deserve through our insurance and wealth management products and services. Since our founding in 1860, our long-term view has helped our customers prepare for whatever life brings whether starting a family, planning for the future or taking care of employees. Today, we're a Fortune 250 mutual company and a leading provider of life, disability, dental, and other benefits for individuals, at the workplace and through government sponsored programs. The Guardian community of 9,500 employees and our network of over 2,700 financial representatives is committed to serving with expertise when, where and how our clients need us. Our commitments rest on a strong financial foundation, which at year-end 2018 included $8.5 billion in capital and $1.6 billion in operating income. For more information, please visit or follow us on Facebook, LinkedIn, Twitter and YouTube.

Guardian is an equal opportunity employer. All qualified applicants will be considered for employment without regard to age, race, color, creed, religion, sex, affectional or sexual orientation, national origin, ancestry, marital status, disability, military or veteran status, or any other classification protected by applicable law.

Guardian® is a registered trademark of the Guardian Life Insurance Company of America.