Operations Implementation Lead, Complex Policy & Product Services

As Operations Implementation Lead, Complex Policy & Product Services, you will collaborate with operations, technology, product, and other teams to guide them towards a successful release of new systems, features and processes. As a member of a team of product and system subject matter experts, you will facilitate identification and successful implementation of business requirements to achieve innovative, best-in-class service experiences for our customers and distribution partners. You will lead complex policy and product services with deep subject matter expertise!

You are

• An innovative leader with vision focused on challenging the status quo to achieve innovative solutions and experiences our customers and distribution partners expect and prefer. You easily collaborate with partners, customers and distribution partners and are a strong and articulate communicator. You are a courageous leader of change and persistently focused on execution. You are viewed as a subject matter expert and consistently relied upon for advice and guidance to articulate the best path to realize solutions that create the best possible customer experience.

You will

• Leverage SME knowledge of business operations to ensure requirements created for initiatives meet the vision, goals, and objectives of IM Operations and of the organization.

• Provide support to technology and testing teams to ensure functionality is delivered and used correctly. Assist the creation and review of test plans, test cases, and test results to ensure complete validation.

• Develop, maintain and present project status updates to leadership. Maintain and prioritize backlog items with partners.

• Collaborate with IM Complex Team leadership to define the evolving future state of system and process implementations. Mentor team members toward the shared vision of team structure and function.

• Assist with creation and refinement of long-term strategic needs planning within IM Operations. Includes projections for staffing, internal/vendor costs.

• Leverage the IM shared service team to create and implement production delivery and communication plans to ensure operational readiness. Partner with shared services to develop, publish and maintain procedures to ensure proper usage of delivered functionality.

• Ensure post-production verification of functionality to ensure original vision is realized. Work within administrative teams to resolve complex and advanced customer facing issues. Maintain and prioritize inventory of outstanding defects and enhancements.

• Serve as a liaison between the business, analysis, testing, and development teams. Apply an Agile mentality and behavior to effectively collaborate with agile team and stakeholder(s). Manage the delivery of dependencies across teams.

• Apply problem solving and make critical decisions regarding functionality and priority across operations and project teams with a focus on delivering value.

• Define, create, maintain, and use reporting and analytics to quantify initiative benefits and drive future improvements with an emphasis on service excellence and efficiency.

You have

• BA/BS degree preferred, but not required

• Demonstrated success working across business area with multiple key partners required

• Exceptional problem-solving skills with demonstrated success

• Excellent verbal and written communication skills required

• Ability to create and present formal presentations to senior leadership

• Highly proficient in managing multiple priorities

• Proficiency in Outlook, Microsoft Word and creating Excel spreadsheets and PowerPoint presentations

• Superior organizational skills with attention to detail across a variety of tasks

• Ability to think at a strategic level and help create new ways of working to align with the company’s future vision

• Experience with life, disability, and wealth management products, systems, and data preferred but not required

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 provi