The Implementation Team Leader within Advisory Markets is responsible for ensuring our complex and large group customers (broker, employers, and employees) have a positive implementation experience. This includes the accurate set up of the group plan in our plan administration systems focused on creating processes and exceptional consumer experiences through the development of people and using technology to improve overall efficiency and reduce unit costs and maintaining all compliance and security requirements.
This position will achieve results by demonstrating 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 be responsible for supporting the following Group Operations Objectives:
- Deepen distribution value proposition
- Enhance core products and expand complementary offerings
- Transform to deliver ease of doing business in the moments that matter
- Strengthening our talent and culture
You have
- 3+ years Group Insurance experience in implementation and/or customer service processes and operations
- Bachelor’s Degree or equivalent work experience in related field
- Leadership experience is desirable
- Superior written and oral communication skills
- Customer focus and experience with customer service
- Ability to excel in a fast-paced workplace, and guiding team members to accomplish tasks within set timeframes
- Knowledgeable of Workforce Management methodology and tools
You will
- Create a high performing culture / team which meets and exceeds performance objectives through daily coaching and feedback
- Partner with staff to create meaningful developmental goals and actions for continuous year over year development and position advancement
- Identify and build processes and capabilities to address market and customer needs
- Identify training needs, proactively request training, monitor and ensure content is appropriate, delivered on time and in most appropriate setting
- Monitor and analyze quality and other data identifying trends and putting actions in place to reduce or eliminate root cause of issues impacting customers
- Support team members in addressing complex service issues, anticipating customer concerns, and minimizing impact on the plan holder and their members
- Follow performance management guidelines and principles, addressing low performance quickly and within protocol
- Drive the autonomy of team members and empowerment to self-manage their implementations, make decisions, and find solutions to meet the unique needs of a larger customers
- Effectively manage resources to support business goals and ensure that commitments and performance measurements are met
- Proactively analyze root-cause issues that lead to customer dissatisfaction, inefficient processes, increased costs etc.
- Build and maintain relationships with key areas within Guardian
- Collaborate with cross-functional business partners to review, assess, and improve process and procedures to increase client satisfaction and retention
- Identify, lead, and participate in Operational Excellence initiatives and projects and proactively identify areas for improvement (service, cost, quality)
- Foster a culture of recognition
- Encourage candor and transparency and build an environment of trust and openness
- Leads team members optimally in ambiguous environments while being able to communicate and support the business need for change
- Lead of team of approximately 13-15 direct team members
Location
This is an on-site position requiring 3 days a week in a Guardian office, preferably Bethlehem, PA.
Salary Range:
$67,450.00 - $110,815.00
The salary range reflected above is a good faith estimate of base pay for the primary location of the position. The salary for this position ultimately will be 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 Promise
At Guardian, you’ll have the support and flexibility to achieve your professional and personal goals. Through skill-building, leadership development and philanthropic opportunities, we provide opportunities to build communities and grow your career, surrounded by diverse colleagues with high ethical standards.
Inspire Well-Being
As part of Guardian’s Purpose – to inspire well-being – we are committed to offering contemporary, supportive, flexible, and inclusive benefits and resources to our colleagues. Explore our company benefits at www.guardianlife.com/careers/corporate/benefits. Benefits apply to full-time eligible employees. Interns are not eligible for most Company benefits.
Equal Employment Opportunity
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.
Accommodations
Guardian is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. Guardian also provides reasonable accommodations to qualified job applicants (and employees) to accommodate the individual's known limitations related to pregnancy, childbirth, or related medical conditions, unless doing so would create an undue hardship. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact [email protected].
Current Guardian Colleagues: Please apply through the internal Jobs Hub in Workday.
What We Do
Who we are
Guardian makes a difference in the lives of people when they need us most. With over 160 years of stability and fiscal integrity, we are a trusted resource to generations of families and business owners, inspiring well-being and helping build financial confidence.
Today, we stand behind 29 million consumers, helping them prepare and plan for a bright future for themselves and their families. We help business owners care for their employees. And we help people recover and thrive in times of unexpected loss.
As a modern mutual insurance company, we believe in driving value beyond dividends. We invest in our colleagues and are building a progressive, innovative and inclusive culture. We uplift individuals and communities through thoughtful social and environmental programs.
What we stand for
In 1860, a community of immigrants joined together to insure and protect their businesses and families. They were guided by powerful ideals that we’ve continued to stand behind and evolved throughout the years: we do the right thing, we believe people count, we courageously shape the future together, and we go above and beyond for the people we serve.
Guardian employees embrace and live by these values every day. They remind us to put people at the heart of all we do so that we can help protect what matters most to you. Want to help bring these values to life? Join us for a rewarding career and the opportunity to shape the future.
Disclosures:
Financial information concerning Guardian as of December 31, 2022, on a statutory basis: Admitted assets = $76.0 billion; liabilities = $67.2 billion (including $55.0 billion of reserves); and surplus = $8.8 billion. Dividends are not guaranteed. They are declared annually by Guardian’s Board of Directors.
Guardian® is a registered trademark of The Guardian Life Insurance Company of America. © Copyright 2023 The Guardian Life Insurance Company of America 2023-156184 Exp. 5/25
