Team Leader, Group Implementation

2 weeks ago

Bethlehem, United States Guardian Life Insurance Company Full time

Position Summary

The Team Leader, Group Implementation 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 be responsible for supporting the following Group Operations Objectives:

- Expand customer access.
- Enhance product offerings and digital capabilities.
- Modernize enabling infrastructure.
- Investing in talent.
- Running the business.
- Maintain a high performing team which meets and exceeds performance objectives.
- Promote a growth mindset helping team achieve 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, monitor and ensure content is appropriate, delivered on time and in most appropriate setting.
- Ensure 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 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.
- Build and maintain relationships with key areas within Guardian.
- 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).

Reporting Relationships

This position reports to the Head of Implementation who, in turn, reports to the Head of Group Benefit 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 client implementation process and enrollment of individual members.
- 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 communicatio

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