Operations Team Lead

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🧀 Wisconsin – Remote

🧀 Wisconsin – Remote

⏰ Full Time

🟠 Senior

⚙️ Operations

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National Guardian Life Insurance Company

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1909

💼 Consulting

🏥 Healthcare

🛡️ Insurance

Consulting • Healthcare • Insurance

National Guardian Life Insurance Company (NGL) has been providing innovative life insurance solutions since 1909. As one of America's leading independent life insurance companies, NGL specializes in various insurance products including wholesale, preneed, individual life and annuity, long term care, funeral preplanning, as well as vision and dental insurance. Rated A (Excellent) by AM Best, NGL is committed to offering financial stability and peace of mind to its policyholders, ensuring they face life's challenges with confidence, dignity, and grace. The company operates in 49 states and the District of Columbia, emphasizing reliability, quality, and compassion in its services.

📋 Description

• Provide day-to-day direction and guidance to Team Members • Drive skill enhancement through knowledge sharing, cross-training, and rotation • Coach team members toward professional development • Provide daily direction and adapt communication methods to meet employee training needs • Conduct teambuilding activities and facilitate team meetings when the manager is unavailable • Seek information to enhance cross-functional processes • Provide feedback for trainee performance reviews and assist with interviewing • Oversee staffing levels, organize team work, assign tasks, set priorities, and monitor activities • Assist in goal setting and communicate attainment • Manage daily team operations and maintain service levels • Evaluate processes and guidelines and implement improvements • Collaborate with teams and departments to update processes and procedures • Prepare, analyze, and interpret reports and formulate conclusions • Monitor queue statuses and Key Performance Indicators • Maintain staffing models and keep the direct manager informed • Complete assigned projects and tasks by agreed-upon due dates • Develop and coordinate training and provide ongoing coaching • Train new hires on processes and procedures • Create and manage training materials and documentation for product variations and special situations • Develop and conduct training sessions and workshops • Identify coaching and training opportunities through quality assurance and internal audits • Provide advanced support to peers and customers and handle escalated cases • Perform customer service duties to help the team achieve service goals • Advise the team supervisor of concerns, training opportunities, and trends • Authorize minor exceptions such as overnighting or expediting when needed

🎯 Requirements

• High School diploma or GED • Minimum of three years of related experience • Strong initiative and ability to work under minimal supervision • Good judgment, creative problem-solving, and strong critical-thinking skills • Excellent oral and written communication skills • Advanced customer service skills and ability to coach team members • Strong interpersonal skills and ability to facilitate and lead training • Collaborative, inclusive approach with diverse backgrounds and work styles • Passion for customer centricity and continuous improvement • Advanced knowledge of products administered by NGL • Ability to learn new things quickly and handle unfamiliar issues • Excellent organizational skills and strong attention to detail • Ability to manage multiple assignments and projects with minimal supervision • Consistent judgment and discretion related to management policies and business operations • Intermediate knowledge of policy administration systems and computer software programs • LOMA 280 and 290 with ACS preferred

🏖️ 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 • Employee Resource Groups • Professional and personal development opportunities • Reasonable accommodations for qualified individuals with disabilities in the recruitment process