Team Leader, Core Market Operations at Guardian in Appleton, Wisconsin

Job Description:

Position Summary

The Team Leader, Core Market Operations, will deliver results by leveraging creativity, innovation, and operational excellence. Develop staff through effective coaching and build new skills to support capabilities that complement the changing dynamics of our business. Lead transformation and change by inspiring commitment and momentum through effective change management. Inspirational leadership through motivation, influence, and coaching to higher levels of performance is primary to this position.

The Team Leader will demonstrate and champion Guardian's Ways of Working:

• Think Big and Grow (Be Consumer Centric, Lead with a Growth Mindset)


• Accelerate Impact (Be Courageous, Focus and Execute)


• Lead Change (Inspire and Collaborate, Develop Enterprise Talent)

The Team Leader will be responsible for supporting the following Core Market Operations Objectives:

• Enable an inclusive culture that fosters employee engagement and development


• Transform the Customer Experience through automation and enhanced digital capabilities


• Deliver on Responsible Growth budgets and targets


• Optimize Operations and Service Performance

Candidate Responsibilities

• Maintain a high performing team which meets and exceeds performance objectives


• Coach/mentor individuals toward achievement of goals


• Coach/mentor individuals on technical and professional development aspects of position


• Partner with staff to create meaningful developmental goals and actions for continuous year over year development and position advancement


• Follow performance management guidelines and principals, addressing low performance quickly and within protocol


• Identify training needs, proactively request training through GLS, monitor and ensure content is appropriate, delivered on time and in most appropriate setting


• Ensure formal, up to date training plan exists for new hires


• Lead and ensure all team performance objectives are obtained, providing a highly valued and consistent service experience


• Initiate Daily, weekly and monthly planning of capacity to ensure the right resources are in place at the right time to meet demand


• Monitor and analyze quality and other data identifying trends and putting actions in place to reduce or eliminate root cause of issues impacting customers


• Assist team members with complex service issues, preempting escalation and reducing impact to the plan holder and their members


• Create actionable service improvement plans based on survey feedback on a team and individual level


• Build and maintain relationships with key areas within our Profit Center and extended to other Profit Centers.


• Collaborate with cross functional business partners to review, assess and improve process and procedures


• Serve as a resource and expert for internal operations for workflows, procedures and voice of customer


• Identify, lead and participate in Operational Excellence initiatives and projects


• Proactively identify areas for improvement (service, cost, quality)


• Use a structured approach (DMAIC) to identify, improve and monitor process improvements

Reporting Relationships

This position reports to the Manager, Core Market Operations who, in turn, reports to the Vice President, Core Market Operations.

Functional Skills

• Communication: Possess excellent communication skills (written and verbal) and be able to convey complex and difficult content and messages. Leads by example by communicating constructively, honestly and candidly


• Collaborating with others: Fosters a high level of team work and collaboration between employees, teams, departments and profit centers.


• Coach and Develops: Develop an employee's skills and knowledge so they can perform to standards of their role. Support career pathing as opportunities are presented.


• Adapting to Change: Leads and promotes commitment to change initiatives. Translates ambiguity into actionable plan for others.


• Impact and influence: Ability to motivate and inspire others in fast paced/high demand positions and situations


• Personal Accountability: Actively seeks and takes on additional challenges to grow and develop professionally. Take full responsibility for the results of own actions and holds self and others accountable for achieving required results.


• Applies Business and Industry Knowledge: Understand Guardian's end to end processes and utilizes knowledge and resources to assist internal and external contacts. Utilize internal and external sources to better understand industry trends, clients and competitors


• Strong knowledge of eligibility and enrollment processes, billing, EDI and digital self-service


• Demonstrated interpersonal skills; able to work well with clients, customers, peers and management at all levels (officer, director, manager, supervisor)


• Ability to motivate people and maintain a high energy level


• Ability to use excellent judgment while working with multiple priorities and deadlines


• In-depth knowledge and working experience supporting Operational areas, Group Sales, Brokers and Planholders


• Advanced skills in Microsoft Word, Excel, Microsoft Access, and PowerPoint required

Leadership Behaviors

• Continuously strives to provide superior products and customer service


• Expresses oneself in an open and honest manner


• Demonstrates self-awareness and embraces feedback


• Empowers employees to take initiative and find better ways.


• Sets high performance standards and holds team members accountable

Position Qualifications

• College degree required, will consider equivalent work experience


• 5 years Group Insurance experience


• Leadership experience desirable


• Superior written and oral communication skills


• Customer focus and experience with customer service


• Experience functioning efficiently in a deadline environment, and leading subordinates to meet deadlines

Travel

• Occasional travel may be required.
  

About Guardian

Guardian has been helping people protect their futures and secure their lives for 160 years. Every day, we serve approximately 29 million people through a range of insurance and financial products. We help people and their families pursue financial security and well-being in life, health, and wealth. We help companies take care of their employees. And we help people recover and thrive after unexpected loss.

From our founding in 1860, when a community of immigrants joined together to insure and protect their businesses and families, doing the right thing for our policyholders and customers has guided everything we do. Our dedication to customers has helped us remain one of the most highly rated in client satisfaction and financial strength.

And as one of the largest mutual insurance companies, we know what matters most: putting the needs of our customers first. Because everyone deserves a Guardian. Learn more about Guardian at www.GuardianLife.com.

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.

© Copyright 2021 The Guardian Life Insurance Company of America, New York, NY

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