Operations Team Lead

We are adding a Operations Team Lead to our team! This is a hybrid position requiring individuals to work in office 10 days per month; or as needed for business needs.

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 .

A Day in the Life:

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.

Primary 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

Essential to Your Success:

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

Education Requirements:

Minimum Requirements: High School diploma or GED

Preferred: LOMA 280 and 290 with ACS

Years of Experience:

Minimum Requirement: A minimum of three years related experience

Preferred: A minimum of two to three years of NGL experience preferred

What We Offer:

At NGL, we provide a comprehensive Total Rewards package that includes competitive base pay and benefits designed to offer solutions to help meet your unique life needs.

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

And much more!

Click here or visit https://nglic.wistia.com/medias/td9pvkvw9d to learn more about our comprehensive Total Rewards program.

NGL is committed to creating a diverse environment and is an Equal Opportunity Employer. Qualified applicants will be considered for employment without regard to race, color, creed, religion, national origin, ancestry, citizenship status, age, disability, sex or gender (including pregnancy, childbirth and related medical conditions), gender identity or gender expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, protected medical condition as defined by applicable state or