As a CARE Team Leader, you will ensure the team delivers our promise to show genuine care to our consumers through the work that we do. Your team is highly motivated and empowered to take ownership and accountability for each consumer interaction by proactively seeking to understand the individuals behind the work, keep consumers informed during every step of their request, demonstrate genuine care, and actively engage with consumer to create meaningful and unexpected experiences. CARE expresses the emotion we want to generate, and it is also an acronym for Communicate, Advocate, Respond, and Empower the actions needed to show CARE.
The ideal candidate will be well organized and experienced in leading others, driving positive change, enjoying team collaboration, and being hands-on with leadership and data, possess exceptional communication skills, hold an innovative and proactive mind, and understand what it takes to drive a consumer-centric operation. The candidate will also be skilled at mitigating risk (e.g., operational, fraud) and ensure adherence to key controls as outlined by the Model Audit Rule. The incumbent must build relationships with IM Operations leadership and cross-functional business partners across Guardian. Forging these relationships will make it easier to stay on top of the consumer experience.
You are- A leader who can execute and follow through on commitments; hold yourself accountable to meet strategic priorities.
- Skilled in motivating and empowering teams to take ownership and accountability for consumer experience and to deliver results.
- Confident and skilled to control consumer and field escalations; able to utilize resources and use logic to solve problems quickly.
- A shrewd communicator who can provide focused, constructive, honest updates and feedback.
- Goal-oriented and able to deliver results aligned with business priorities and goals.
- Highly focused on the consumer and know how to translate that into actionable leadership and able to support the teams work, as necessary.
- Highly focused on staff development and success; inclusive to know how to leverage your talent to delegate, offer stretch assignments, and co-create meaningful development and career plans based on skill development needs.
- Understanding operational and consumer service metrics and controls and their importance in achieving business goals.
You have- Leadership experience, participation in a leadership program, or demonstrated leadership qualities
- Experience in insurance operations, preferred, proficient in managing multiple lines of business, helpful
- A BA/BS degree or equivalent industry experience is preferred
- Strong collaboration with colleagues at all levels of the organization
- Exceptional and proactive communication skills and are confident to present ideas and team accomplishments to leadership in an executive summary style
- Superior organizational skills and attention to detail across a variety of assignments; able to set and meet deadlines
- Ability to identify patterns and trends and drive proactive and practical solutions.
- Strong proficiency in Outlook, Microsoft Word, and creating Excel spreadsheets and PowerPoint presentations preferred.
Reporting RelationshipsAs our CARE Team Leader, you will report to a CARE Manager who reports to our Head of Life/Disability Inforce Operations.
Location
The primary location for this position is Bethlehem, PA but we will also consider candidates out of our Pittsfield, MA office location. The hybrid model is three days in-office each week, and work from home eligible for two days each week. You must be able to come on campus at any time, and the required number of in-office days are subject to change.
Travel
10% Travel required for this position. You will be expected to travel to a Guardian work location, as determined by your manager.
Salary Range:
$68,970.00 - $113,310.00
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 provide opportunities to build communities and grow your career, surrounded by diverse colleagues with high ethical standards.
Inspire Well-Being
As part of Guardian s Purpose to inspire well-being we are committed to offering contemporary, supportive, flexible, and inclusive benefits and resources to our colleagues. Explore our company benefits at .Benefits apply to full-time eligible employees. Interns are not eligible for most Company benefits.
