The role of a Large Market Account Service Management Team Leader is to ensure Guardian largest customers have a service experience that is high quality and low effort. The team leader will effectively lead and manage their direct team members to ensure we meet our commitments to customers in an efficient manner, live our Guardian Values, and demonstrate the competencies and behaviors of our Guardian Leadership Model.

It is intended that the role of the Team Leader enables their respective team to contribute to the achievement of customer and financial goals within the Large Market Service organization by driving service excellence through providing support to our customers how, when and where they prefer, through continuous improvement of operational processes and maintaining all compliance and security requirements. The Team Leader enables these goals by spending 70% of their time creating a highly engaged team and culture by providing targeted and integrated coaching, specific and actionable feedback, and guidance on how the team member can own their professional and personal growth and development

Candidate Responsibilities
Create a high performing culture / team through daily coaching, feedback and providing focused development with each team member.
Drive the autonomy of team members and empowerment to make decisions and lead solutions to meet the unique needs of a large market customer.
Effectively execute and manage resources against business goals to ensure that commitments and performance metrics are achieved.
Develop recruitment, training, and career path strategies for all team members
Proactively analyze root-cause issues that lead to customer dissatisfaction, inefficient processes, increased costs etc. Create and execute on solutions to improve the effectiveness of the team/department.
Collaborate with leaders cross-functionally to identify opportunities to streamline the end-to-end process and enhance the customer experience.
Serve as a key relationship liaison with internal business partners to address and resolve customer issues.
Participate/Manage cross-functional projects for customer experience as assigned while honoring daily responsibilities to be available for direct team.
Proactively communicate with senior leadership regarding business performance, adverse impact of decisions on customers and potential risks to the business.
Be a continuous learner demonstrated through engaging in his/her own development, embracing and leading change management and continuous improvement.
Will lead of team of approximately 14-18 direct team members.

Reporting Relationships
This position reports to the Manager, Account Service Management and who reports to the Head, Large Market Services.

Candidate Qualifications

Leadership Behaviors:
Develops and Inspires Team Members through effective coaching to bring out the best in each person and optimal business results
Creates a culture of diverse thought and innovation where employees feel empowered to share and help effect change that will benefit our customers service experience
Expresses oneself in an open and honest manner, demonstrates self-awareness & embraces feedback so he or she can continue to become a best in class leader
Effectively Leads Team Members through Change so our team members understand the why behind the changes and eventually accept, embrace and drive change
Continuously strives to provide superior products and customer service that will help drive persistency, advocacy and enrichment

Functional Skills & Position Qualifications:
3+ years leadership experience preferred
Experience with Client relationship management required
Bachelor Degree or equivalent work experience in related field
3+ years of experience in group insurance strongly preferred
Influential communication skills in highly cross-functional role
Strong Microsoft Word, Excel

Travel and Vaccination Requirements:
Travel will be >10%
The primary location for this position is remote but will require some travel.

Our Promise:

At Guardian, youll 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.

We Offer:

Meaningful and challenging work opportunities to accelerate technology and innovation in a secure and compliant way.
Competitive compensation
Excellent medical, dental, supplemental health, life and vision coverage for you and your dependents with no wait period
Life and disability insurance
A great 401(k) with match
Tuition assistance, paid parental leave and backup family care.
Dynamic, modern work environments that promote collaboration and creativity.
Flexible time off, dress code, and work location policies to balance your work and life in the ways that suit you best.
Social responsibility in all aspects of our work. We volunteer within our local communities, create educational alliances with colleges, drive a variety of initiatives in sustainability, and advocate for diversity & inclusion in all that we do.

Primary Location:

Remote - United States

Other Locations:

Job:

Operations

Schedule:

Full time

Equal Employment Opportunity:

Guardian is an equal opportunity employer. All qualified applicants will be considered for employment without regard to age, race, color, creed, religion, sex, affectional or sexual orientation, national origin, ancestry, marital status, disability, military or veteran status, or any other classification protected by applicable law.