Team Leader, Inforce Plan Changes

The Team Leader, Inforce Plan Changes will deliver results by leveraging creativity, innovation, and operational excellence. You will develop staff through effective coaching and build new skills to support capabilities that complement the changing dynamics of our business while leading transformation and change by inspiring commitment and momentum through effective change management. You will lead by providing inspirational leadership through motivation, influence and coaching to higher levels of performance is primary to this position.

As the Team Leader, you will be responsible for supporting the following Group Operations Objectives:

• Deepen distribution value proposition
• Enhance core products and expand complementary offerings
• Transform to deliver ease of doing business in the moments that matter
• Strengthen our talent and culture

You will

• Cultivate a collaborative team environment committed to achieving performance goals
• Promote a growth mindset helping team achieve goals
• Coach/mentor individuals on technical and professional development aspects of position
• Partner with staff to create meaningful developmental goals and actions for continuous year over year development and position advancement
• Follow performance management guidelines and principals, addressing low performance quickly and within protocol
• Identify training needs, proactively request training, monitor and ensure content is appropriate, delivered on time and in most appropriate setting
• Ensure team is providing a highly valued and consistent service experience.
• Initiate Daily, weekly and monthly planning of capacity to ensure the right resources are in place at the right time to meet demand
• 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 disruption for the plan holder and their members
• Craft actionable service improvement plans based on survey feedback
• Build and manage relationships with key areas within Guardian
• Collaborate with cross functional business partners to review, assess, and improve process and procedures
• Serve as a resource and guide for internal operations for workflows, procedures, and voice of customer
• Identify, lead, and participate in Operational Excellence initiatives and projects
• Proactively identify areas for improvement (service, cost, quality)

You have

• 5+ years Group Insurance experience
• College degree preferred or equivalent work experience
• Leadership experience desirable
• Superior written and oral communication skills
• Customer focus and experience with customer service
• Experience functioning efficiently in a deadline environment, and leading subordinates to meet deadlines
• Solid understanding of client implementation process and enrollment of individual members
• Proven interpersonal skills; able to work well with clients, customers, peers, and management at all levels (officer, director, manager, supervisor)
• Ability to motivate people and maintain a high energy level
• Ability to use excellent judgment while working with multiple priorities and deadlines
• In-depth knowledge and working experience supporting Operational areas, Group Sales, Brokers and Planholders
• Advanced skills in Microsoft Word, Excel, Microsoft Access, and PowerPoint required

Leadership Behaviors

• Continuously strives to provide superior products and customer service
• Expresses oneself in an open and honest manner
• Demonstrates self-awareness and embraces feedback
• Empowers employees to take initiative and find better ways
• Sets high performance standards and holds team members accountable

Functional Skills

• Communication: Possess excellent communication skills (written and verbal) and be able to convey complex and difficult content and messages. Leads by example by communicating constructively, honestly and candidly.
• Collaborating with others: Fosters a high level of teamwork and collaboration between employees, teams, departments and profit centers.
• Coach and Develops: Develop an employee's skills and knowledge so they can perform to standards of their role. Support career pathing as opportunities are presented.
• Adapting to Change: Leads and promotes commitment to change initiatives. Translates ambiguity into actionable plan for others.
• Impact and influence: Ability to motivate and inspire others in fast paced/high demand positions and situations.
• Personal Accountability: Actively seeks and takes on a