Operations Team Lead

National Guardian Life Insurance Company•Madison, WI

2d•Hybrid

About The Position

The Operations Team Lead is responsible for facilitating the team in delivery of optimal daily process performance. This role ensures that team members are fully trained, assigns workload, monitors metrics and recommends improvements needed to enhance the customer experience. Communication, leadership and fostering engagement while providing an exceptional level of service to our customers are key components of this position. The Team Lead actively represents the team on various projects and collaborates with other departments to execute initiatives. 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 by clicking here or visiting https://www.youtube.com/watch?v=JlB7J8740hU.

Requirements

Strong initiative with the ability to work under minimal supervision, exercise good judgment, and creatively solve problems or issues
Solution driven with strong critical thinking skills
Excellent oral and written communication skills that convey confidence, including the ability to appropriately coach team members
Advanced customer service skills and ability to convey professionalism, flexibility and empathy in all interactions
Strong interpersonal skills with the ability to facilitate and lead new hire or procedural training
Collaborative, inclusive approach with other leaders and team members that possess diverse backgrounds and work styles
Passionate about customer centricity and continuous improvement
Advanced knowledge of products administered by NGL
Strong ability to learn new things quickly and adeptly handle issues that arise, even when unfamiliar
Excellent organizational skills and strong attention to detail
Ability to manage multiple assignments and projects with minimal supervision.
Exercises consistent judgment and discretion with work directly related to management policies and the general operations of the business
Intermediate knowledge of policy administration systems and computer software programs

Nice To Haves

LOMA 280 and 290 with ACS
A minimum of two to three years of NGL experience preferred

Responsibilities

Provide day-to-day direction and guidance to Team Members.
Drive skill enhancement initiatives in the team through knowledge sharing, cross training and rotation
Coach team members towards professional development to include overall communication and collaboration with coworkers
Provide daily direction and demonstrate advanced communication skills with the ability to adjust communication style and methods to meet training needs of employees with varying abilities and personalities
Conduct teambuilding activities during team meetings, and facilitate such meetings when manager is unavailable
Actively seek out information to enhance cross functional processes
Provide manager with feedback for trainee performance reviews, and assist in interviewing for open positions
Foster a workplace environment that is consistent and embodies NGL’s mission, vision, guiding principles, and values
Oversee daily optimal staffing levels and manage processes and identify improvements.
Organizes the work of the team, assigns tasks, sets short-term priorities, monitors all activities and ensures timely and accurate completion of the work
Assist in goal setting and measure and communicate the attainment
Manage the day-to-day operations of the team, including ensuring service levels are maintained
Evaluate and monitor processes or guidelines that do not meet the needs of our customers
Identify opportunities for improvement and implement suggestions to resolve needs, including internal processes and procedures, requirements, forms, workflow processes and other programs
Collaborate with other teams and departments to review and update processes and procedures, including suggestions for training or other tools that improve daily processes
Prepare, analyze and interpret reports and formulates conclusions
Monitor and notify team of queue statuses and Key Performance Indicators
Maintain staffing models by leveraging capacity to address service needs and keep direct Manager informed
Complete other assigned projects and tasks by agreed upon due date
Develop and coordinate/facilitate training, and provide ongoing coaching for new and existing team members.
Train all new hires on processes and procedures and ensure they are being followed
Create and manage department training material, as well as documentation of product variations and processes for handling special situations
Develop and conduct and training sessions and workshops
Though quality assurance and internal audits, identify opportunities for additional coaching and/or training
Provide advanced and friendly support to peers and customers, conveying sensitivity and professionalism in all communications.
Take escalated cases when they are presented, and be solution-driven in response
Perform standard customer service duties to assist team in achieving service goals
Advise team supervisor of potential concerns, training opportunities and trends as they are discovered, and make recommendations to resolve the concerns
Authorize minor exceptions (i.e. overnighting or expediting) when needed to ensure exceptional customer service

Benefits

20 days of Paid Time Off growing to 25 days after 5 years
11 Paid Holidays (10 company holidays and 1 personal holiday of your choice)
Health care, dental and vision plans
Up to $1,500 (Family) or $1,000 (Single) annually towards a Health Savings Account
Annual bonus based on company performance
Paid Parental Leave
401(k) match up to 9%
Paid Sabbatical after 8 years
Paid Volunteer Time
Education Assistance Program
Employee Recognition Program