Experienced Team Leader, Group Implementation - Driving Operational Excellence and Transformation in the Insurance Industry

Introduction to Guardian

At Guardian, we are driven by a mission to inspire well-being and help our 29 million customers realize their dreams through a range of insurance and financial products and services. As one of the largest mutual insurance companies, we put our customers first and are committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, our services, programs, and activities. Behind every bright future is a Guardian, and we are dedicated to making a positive impact on the lives of our colleagues, consumers, and communities we serve.

Job Overview

We are seeking an experienced and skilled Team Leader, Group Implementation to join our vibrant Remote office. This role is available immediately and requires a strong and diverse skillset in relevant areas to drive success. As a Team Leader, you will be responsible for delivering results by leveraging creativity, innovation, and operational excellence. You will develop staff through effective coaching, build new skills to support capabilities that complement the changing dynamics of our business, and lead transformation and change by inspiring commitment and momentum through effective change management.

Key Responsibilities

• Maintain a high-performing team that meets and exceeds performance objectives
• Promote a growth mindset, helping team members achieve their goals
• Coach and mentor individuals on technical and professional development aspects of their 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 principles, addressing low performance quickly and within protocol
• Identify training needs, proactively request training, monitor, and ensure content is appropriate, delivered on time, and in the most appropriate setting
• Ensure the team is 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 causes 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
• Build and maintain relationships with key areas within Guardian
• Collaborate with cross-functional business partners to review, assess, and improve processes 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)

Essential Qualifications

To be successful in this role, you will need:

• A college degree or equivalent work experience
• 5+ years of Group Insurance experience
• Leadership experience is 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
• Advanced skills in Microsoft Word, Excel, Microsoft Access, and PowerPoint

Preferred Qualifications

While not essential, the following qualifications are preferred:

• Experience in a similar role or industry
• Knowledge of client implementation process and enrollment of individual members
• Demonstrated interpersonal skills, able to work well with clients, customers, peers, and management at all levels
• Ability to motivate people and maintain a high energy level
• Ability to use excellent judgment while working with multiple priorities and deadlines

Skills and Competencies

To excel in this role, you will need to possess the following skills and competencies:

• Functional skills: communication, collaboration, coaching, and developing
• Leadership behaviors: continuously striving to provide superior products and customer service, expressing oneself in an open and honest manner, demonstrating self-awareness and embracing feedback, empowering employees to take initiative and find better ways, setting high performance standards and holding team members accountable
• Personal accountability: actively seeking and taking on additional challenges to grow and develop professionally, taking full responsibility for the results of own actions and holding self and others accountable for achieving required results
• Business and industry knowledge: understanding Guardian's end-to-end processes and utilizing knowledge and resources to assist internal and external contacts, utilizing internal and external sources to better understand industry trends, clients, and competitors

Career Growth Opportunities and Learning Benefits

At Guardian, we are committed to providing opportunities for our colleagues to build communities and grow their careers. We offer skill-building, leadership development, and philanthropic opportunities to help you achieve your professional and personal goals. Our comprehensive training programs and mentorship initiatives will help you develop the skills and knowledge you need to succeed in your role and advance in your career.

Work Environment and Company Culture

Our company culture is built on a foundation of high ethical standards, diversity, and inclusion. We believe in creating a work environment that is supportive, flexible, and inclusive, where everyone can thrive and reach their full potential. Our hybrid work arrangement, which includes three days per week in the office and two days working from home, offers the perfect balance between collaboration and flexibility.

Compensation, Perks, and Benefits

We offer a competitive salary range of $67,450.00 - $110,815.00, which is determined based on the education, experience, knowledge, and abilities of the successful candidate. In addition to salary, this role may also be eligible for annual, sales, or other incentive compensation. Our comprehensive benefits package includes a range of perks and benefits, such as flexible work arrangements, professional development opportunities, and a supportive work environment.

Conclusion

If you are a motivated and experienced professional looking for a new challenge, we encourage you to apply for this exciting role. As a Team Leader, Group Implementation, you will have the opportunity to make a real impact on our business and our customers, while developing your skills and advancing your career. Don't miss out on this opportunity to join our team and help us inspire well-being. Apply now and take the first step towards a bright future with Guardian.