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.
Candidate Responsibilities + 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 communication skills.
+ Customer focus and experience with customer service.
+ Experience functioning efficiently in a deadline environment, and leading subordinates to meet deadlines.
Travel + Occasional travel may be required . Location: The preferred location for this position is Guardian's Office in Bethlehem, PA. We will consider qualified candidates in other locations across the U.S.
Salary Range $66,130.00 – $108,640.00
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.
Health Care + Choice of [high deductible/copay] medical plans* with prescription drugs, including coverage for fertility and transgender inclusive benefits
+ Dental plan
+ Vision plan
+ Health care accounts – flexible spending, health reimbursement, and health savings accounts
+ Critical illness insurance
Life and Disability Insurance + Company-paid Life and Disability insurance plus voluntary supplemental coverage
+ Accident insurance
Retirement and Financial + 401(k) retirement plan with a company match, plus an annual age/service-based Company contribution and an annual profit-sharing contribution, if applicable
+ Complimentary 1:1 financial guidance with a licensed Fidelity representative
Time Off and Remote Work + Flexible work arrangements (part in-person/part remote)
+ Unlimited paid time off for most roles plus time off for volunteering, jury duty, voting, and bereavement
+ Personal holidays for colleagues to use in recognition of religious, cultural, or civic days
+ Paid parental leave and paid family and medical leave policies
Emotional Well-being and Work-Life + Emotional well-being, mental health, and work/life resources powered by Spring Health
+ Wellness programs, including fitness program and equipment reimbursement
+ Child, adult, and elder back-up care support through Bright Horizons
+ Adoption ass
