Operations Manager

3 weeks ago

Madison, United States National Guardian Life Insurance Company Full time

We are adding an **Operations Manager** 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.

With over 100 years of experience, our passion is to serve people. Learn more.

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 Manager position is responsible for the effective and successful management of all aspects within their designated team. This includes providing leadership, guidance, coaching, problem-solving, metrics, judgment and communication to staff with the objective of meeting all critical success factors. Responsibilities include overseeing processes to ensure service levels meet or exceed customer expectations and internal service turnaround goals, while identifying process improvement opportunities. This position actively contributes and provides recommendations related to strategic planning and budgeting. The Operations Manager works closely with their designated team, members across Service Operations, various internal departments and external partners.

**Primary Responsibilities**:

- **Manager Responsibilities**
- **Provide strategic leadership and direction**:

- Build and maintain high-performing teams including selecting, developing, coaching, rewarding and recognizing employees.
- Champion or sponsor cross-functional business initiatives or improvements and delegate project responsibilities where appropriate for growth opportunities.
- Manage day-to-day operational and workforce risks to ensure NGL processes adhere to industry, regulatory, and workplace compliance standards.
- Create alignment within teams and processes by increasing collaboration and defining talent development paths and opportunities.
- **Primary Duties and Responsibilities**
- Provide leadership to designated team through coaching, career development and training
- Build and maintain a high performing team. Oversee selection, training, goal setting, performance management including improvement, disciplinary issues and terminations, delegation, and staff recognition
- Motivate and provide ongoing coaching and performance feedback to staff to provide outstanding customer service to internal and external customers
- Drive employee engagement and oversee career development and growth
- Ensure company policies and guidelines are followed and maintain complete employee documentation
- Develop staff on issues pertinent to customer support to ensure that customers receive exemplary service. Monitor performance towards daily, weekly and monthly targets, analyze variances, and take corrective action as necessary
- Foster a workplace environment that is consistent and embodies NGL’s mission, vision, guiding principles, and values
- Monitor and provide insight on trends and data, while also making recommendations to further enhance customer experience
- Final responsibility for all work performed by the Team as well as meeting all agreed upon completion dates for project participation by Team members
- Monitor to ensure staff is following procedures and compliance guidelines
- Oversee the review, development, and updating procedures and reference materials, in alignment with departmental norms.
- Assure staff training, cross training, and back-ups are in place for all processes, building, maintaining, and leveraging lean staffing model to ensure optimal staffing and expenses allocated to the team function
- Mitigate risk and collaborate with other areas to ensure business practices are followed and maintain compliance with state and federal legislation/ regulations
- Lead team operations and end-to end processes to align with corporate strategies and provide exceptional customer service
- Optimize process performance and productivity while implementing cost-effective solutions, streamlining process flow, and standardizing processes
- Leverage Lean projects and tools to optimize overall performance and continuously look for ways to improve processes/procedures and workf

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