FPRS CARE Leader, Inforce Operations (Hybrid)

Guardian Life Insurance Company•Pittsfield, MA

5h•Hybrid

About The Position

This Team Leader position is accountable for one of our CARE Teams in Individual Markets (IM) Inforce Operations. As a CARE Team Leader, you will ensure the team delivers our promise to show genuine care to our consumers through the work that we do. Your team is highly motivated and empowered to take ownership and accountability for each consumer interaction by proactively seeking to understand the individuals behind the work, keep consumers informed during every step of their request, demonstrate genuine care, and actively engage with consumers to create meaningful and unexpected experiences. CARE expresses the emotion we want to generate, and it is also an acronym for Communicate, Advocate, Respond, and Empower – the actions needed to show CARE. The ideal candidate will be well organized and experienced in leading others, driving positive change, enjoying team collaboration, and being hands-on with leadership and data, possess exceptional communication skills, hold an innovative and proactive mind, and understand what it takes to drive a consumer-centric operation. The candidate will also be skilled at mitigating risk (e.g., operational, fraud) and ensure adherence to key controls as outlined by the Model Audit Rule. The incumbent must build relationships with IM Operations leadership and cross-functional business partners across Guardian. Forging these relationships will make it easier to stay on top of the consumer experience.

Requirements

Leadership experience, participation in a leadership program, or demonstrated leadership qualities
Strong collaboration with colleagues at all levels of the organization
Exceptional and proactive communication skills and are confident to present ideas and team accomplishments to leadership in an executive summary style
Superior organizational skills and attention to detail across a variety of assignments; able to set and meet deadlines
Ability to identify patterns and trends and drive proactive and practical solutions.
Strong proficiency in Outlook, Microsoft Word, and creating Excel spreadsheets and PowerPoint presentations preferred.
Must be legally authorized to work in the United States, without the need for employer sponsorship.

Nice To Haves

Experience in insurance operations, preferred
Proficient in managing multiple lines of business, helpful
A BA/BS degree or equivalent industry experience is preferred

Responsibilities

Execute and follow through on commitments; hold yourself accountable to meet strategic priorities.
Motivate and empower teams to take ownership and accountability for consumer experience and to deliver results.
Control consumer and field escalations; utilize resources and use logic to solve problems quickly.
Provide focused, constructive, honest updates and feedback.
Deliver results aligned with business priorities and goals.
Translate consumer focus into actionable leadership and support the team’s work, as necessary.
Focus on staff development and success; leverage talent to delegate, offer stretch assignments, and co-create meaningful development and career plans based on skill development needs.
Understand operational and consumer service metrics and controls and their importance in achieving business goals.