FPRS CARE Leader, Inforce Operations (Hybrid)

About the role

The Team Leader position is accountable for one of our CARE Teams in Individual Markets (IM) Inforce Operations. The ideal candidate will lead a highly motivated and empowered team to deliver genuine care to consumers through proactive engagement and problem-solving.

Responsibilities

• Ensure the team delivers the promise of showing genuine care to consumers through each interaction.
• Proactively seek to understand the individuals behind the work and keep consumers informed throughout their requests.
• Demonstrate genuine care and actively engage with consumers to create meaningful and unexpected experiences.
• Mitigate risk and ensure adherence to key controls as outlined by the Model Audit Rule.
• Build relationships with IM Operations leadership and cross-functional business partners across Guardian.
• Execute and follow through on commitments, hold oneself accountable to meet strategic priorities, and motivate and empower teams to take ownership and accountability for the consumer experience.
• Manage consumer and field escalations, utilize resources, and solve problems quickly.
• Communicate focused, constructive, and honest updates and feedback to colleagues and leadership.
• Deliver results aligned with business priorities and goals, focusing on the consumer and supporting the team’s work as necessary.
• Develop and support staff, including delegating tasks and creating meaningful development and career plans based on skill development needs.
• Understand and manage operational and consumer service metrics and controls to achieve business goals.

Requirements

• Leadership experience, participation in a leadership program, or demonstrated leadership qualities.
• Experience in insurance operations, preferred, proficient in managing multiple lines of business.
• 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 confidence to present ideas and accomplishments to leadership.
• Strong organizational skills and attention to detail across various assignments, ability to set and meet deadlines.
• Proficiency in identifying patterns and trends and driving proactive and practical solutions.
• Strong proficiency in Outlook, Microsoft Word, and creating Excel spreadsheets and PowerPoint presentations.

Qualifications

• Consumer-centric mindset.
• Skilled in motivating and empowering teams to take ownership and accountability for the consumer experience and deliver results.
• Confident and skilled to control consumer and field escalations.
• Goal-oriented and able to deliver results aligned with business priorities and goals.
• Highly focused on the consumer and able to translate that into actionable leadership and support the team’s work, as necessary.
• Understanding operational and consumer service metrics and controls and their importance in achieving business goals.

Skills

• Excellent communication skills.
• Ability to identify and mitigate risks (operational, fraud).
• Strong organizational and attention to detail skills.
• Ability to set and meet deadlines.
• Proficiency in using Microsoft Office Suite.

Benefits

Not specified.

Pay

$68,970.00 - $113,310.00

Schedule

Hybrid model: 3 days in-office each week, work from home eligible for 2 days each week. 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.

Contact Information

To apply for this position, please visit our careers page at Careers at Guardian. For more information about Guardian’s commitment to diversity, inclusion, and equal employment opportunity, please visit Equal Employment Opportunity.