Group Insurance Implementation Team Leader

Group Insurance Implementation Team Leader

Requirements

• 3+ years Group Insurance experience in implementation and/or customer service processes and operations
• Bachelor’s Degree or equivalent work experience in related field
• Superior written and oral communication skills
• Customer focus and experience with customer service
• Ability to excel in a fast-paced workplace, and guiding team members to accomplish tasks within set timeframes
• Knowledgeable of Workforce Management methodology and tools

Responsibilities

• Create a high performing culture / team which meets and exceeds performance objectives through daily coaching and feedback
• Partner with staff to create meaningful developmental goals and actions for continuous year over year development and position advancement
• Identify and build processes and capabilities to address market and customer needs
• Identify training needs, proactively request training, monitor and ensure content is appropriate, delivered on time and in most appropriate setting
• Monitor and analyze quality and other data identifying trends and putting actions in place to reduce or eliminate root cause of issues impacting customers
• Support team members in addressing complex service issues, anticipating customer concerns, and minimizing impact on the plan holder and their members
• Follow performance management guidelines and principles, addressing low performance quickly and within protocol
• Drive 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 customers
• Effectively manage resources to support business goals and ensure that commitments and performance measurements are met
• Proactively analyze root-cause issues that lead to customer dissatisfaction, inefficient processes, increased costs etc.
• Build and maintain relationships with key areas within Guardian
• Collaborate with cross-functional business partners to review, assess, and improve process and procedures to increase client satisfaction and retention
• Identify, lead, and participate in Operational Excellence initiatives and projects and proactively identify areas for improvement (service, cost, quality)
• Foster a culture of recognition
• Encourage candor and transparency and build an environment of trust and openness
• Leads team members optimally in ambiguous environments while being able to communicate and support the business need for change
• Lead of team of approximately 13-15 direct team members

Preferred Qualifications

• Leadership experience is desirable