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Operations Team Lead

4 weeks ago

Madison, United States National Guardian Life Insurance Company Full time

We are adding a **Operations Team Lead **to our team

**Who We Are**:
Since 1909, National Guardian Life Insurance Company (NGL) has been one of America’s most successful and highly rated independent life insurance companies. We specialize in a suite of innovative products for life’s journey, giving people the financial stability, careful guidance and peace of mind to lead a life filled with confidence, dignity and grace.

NGL's Core Values - integrity, dependability, collaboration, compassion and growth are a foundation of our company and help to build on the interactions we have with our policyholders, partners, funeral homes and each other. We believe in creating an inclusive, welcoming environment for all where diversity is celebrated, and everyone is encouraged to live their best, most authentic self. We offer Employee Resource Groups for employees to get involved, learn, network, and offer professional and personal development opportunities.

Work Environment: NGL offers a flexible work environment where employees can work fully remote, hybrid or onsite at our Madison, Wis. office. We support virtual working arrangements in certain states outside of WI.

**A Day in the Life**:
The Operations Team Lead is responsible for facilitating the team in delivery of optimal daily process performance. This role ensures that team members are fully trained, assigns workload, monitors metrics and recommends improvements needed to enhance the customer experience. Communication, leadership and fostering engagement while providing an exceptional level of service to our customers are key components of this position. The Team Lead actively represents the team on various projects and collaborates with other departments to execute initiatives.

**Primary Responsibilities**:

- Provide day-to-day direction and guidance to Team Members.
- Drive skill enhancement initiatives in the team through knowledge sharing, cross training and rotation
- Coach team members towards professional development to include overall communication and collaboration with coworkers
- Provide daily direction and demonstrate advanced communication skills with the ability to adjust communication style and methods to meet training needs of employees with varying abilities and personalities
- Conduct teambuilding activities during team meetings, and facilitate such meetings when manager is unavailable
- Actively seek out information to enhance cross functional processes
- Provide manager with feedback for trainee performance reviews, and assist in interviewing for open positions
- Foster a workplace environment that is consistent and embodies NGL’s mission, vision, guiding principles, and values
- Oversee daily optimal staffing levels and manage processes and identify improvements.
- Organizes the work of the team, assigns tasks, sets short-term priorities, monitors all activities and ensures timely and accurate completion of the work
- Assist in goal setting and measure and communicate the attainment
- Manage the day-to-day operations of the team, including ensuring service levels are maintained
- Evaluate and monitor processes or guidelines that do not meet the needs of our customers
- Identify opportunities for improvement and implement suggestions to resolve needs, including internal processes and procedures, requirements, forms, workflow processes and other programs
- Collaborate with other teams and departments to review and update processes and procedures, including suggestions for training or other tools that improve daily processes
- Prepare, analyze and interpret reports and formulates conclusions
- Monitor and notify team of queue statuses and Key Performance Indicators
- Maintain staffing models by leveraging capacity to address service needs and keep direct Manager informed
- Complete other assigned projects and tasks by agreed upon due date
- Develop and coordinate/facilitate training, and provide ongoing coaching for new and existing team members.
- Train all new hires on processes and procedures and ensure they are being followed
- Create and manage department training material, as well as documentation of product variations and processes for handling special situations
- Develop and conduct and training sessions and workshops
- Though quality assurance and internal audits, identify opportunities for additional coaching and/or training
- Provide advanced and friendly support to peers and customers, conveying sensitivity and professionalism in all communications.
- Take escalated cases when they are presented, and be solution-driven in response
- Perform standard customer service duties to assist team in achieving service goals
- Advise team supervisor of potential concerns, training opportunities and trends as they are discovered, and make recommendations to resolve the concerns
- Authorize minor exceptions (i.e. overnighting or expediting) when needed to ensure exceptional customer service

**Essential to Your Success**:

- Stron

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