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 propositionEnhance core products and expand complementary offeringsTransform to deliver ease of doing business in the moments that matterStrengthening our talent and culture

You have

3+ years Group Insurance experience in implementation and/or customer service processes and operationsBachelor’s Degree or equivalent work experience in related fieldLeadership experience is desirableSuperior written and oral communication skillsCustomer focus and experience with customer serviceAbility to excel in a fast-paced workplace, and guiding team members to accomplish tasks within set timeframesKnowledgeable of Workforce Management methodology and tools

You will

Create a high performing culture / team which meets and exceeds performance objectives through daily coaching and feedbackPartner with staff to create meaningful developmental goals and actions for continuous year over year development and position advancementIdentify and build processes and capabilities to address market and customer needsIdentify training needs, proactively request training, monitor and ensure content is appropriate, delivered on time and in most appropriate settingMonitor and analyze quality and other data identifying trends and putting actions in place to reduce or eliminate root cause of issues impacting customersSupport team members in addressing complex service issues, anticipating customer concerns, and minimizing impact on the plan holder and their membersFollow performance management guidelines and principles, addressing low performance quickly and within protocolDrive 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 customersEffectively manage resources to support business goals and ensure that commitments and performance measurements are metProactively analyze root-cause issues that lead to customer dissatisfaction, inefficient processes, increased costs etc.Build and maintain relationships with key areas within GuardianCollaborate with cross-functional business partners to review, assess, and improve process and procedures to increase client satisfaction and retentionIdentify, lead, and participate in Operational Excellence initiatives and projects and proactively identify areas for improvement (service, cost, quality)Foster a culture of recognitionEncourage candor and transparency and build an environment of trust and opennessLeads team members optimally in ambiguous environments while being able to communicate and support the business need for changeLead 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 applicant_accommodation@glic.com.

Current Guardian Colleagues: Please apply through the internal Jobs Hub in Workday.