Team Leader – Customer Case Set Up – Guardian Life Insurance Company – Appleton, WI

Team Leader – Customer Case Set Up (21001246)


The role of a Team Leader – Large Market Customer Case Set Up is to ensure Guardian’s largest customers have an implementation 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 60% 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.

The Team Leader is a dynamic leader and in addition to leading their direct team to success, 40% of time is spent working in tandem with the Implementation team, ensuring the overall implementation team has the tools, resources, and training to effectively meet & exceed customer expectations, provide peer coaching, and implement/co-implement complex implementations as necessary.

Candidate Responsibilities

  • Create a high performing culture / team through daily coaching, feedback and providing focused development with each team member.

  • Build talent, processes, and capabilities to address market needs.

  • Drive the autonomy of team members and empowerment to self-manage their implementations, 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.

  • Collaborate with leaders cross-functionally to identify opportunities to streamline the end-to-end process and enhance the customer experience.

  • 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 16-20 direct team members.

Reporting Relationships

This position reports to the Manager, Account Implementation and Customer Case Set Up and who reports to the 2nd VP, 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 required

  • 3+ years implementation, customer case set up or project management experience required

  • Bachelor’s Degree or equivalent work experience in related field

  • 3+ years’ experience in group insurance strongly preferred

  • Influential communication skills in highly cross-functional role

  • Strong Microsoft Word, Excel


  • <10% Travel


  • Appleton, WI; Bethlehem, PA; Spokane, WA; New York, NY; or remote location

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.

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 and inclusion in all that we do.

Guardian has been helping people protect their futures and secure their lives for 160 years. Every day, we serve approximately 29 million people through a range of insurance and financial products. We help people and their families pursue financial security and well-being in life, health, and wealth. We help companies take care of their employees. And we help people recover and thrive after unexpected loss.

From our founding in 1860, when a community of immigrants joined together to insure and protect their businesses and families, doing the right thing for our policyholders and customers has guided everything we do. Our dedication to customers has helped us remain one of the most highly rated in client satisfaction and financial strength.

And as one of the largest mutual insurance companies, we know what matters most: putting the needs of our customers first. Because everyone deserves a Guardian. Learn more about Guardian at

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.

© Copyright 2021 The Guardian Life Insurance Company of America, New York, NY

Primary Location
: United States-Wisconsin-Appleton

Other Locations
: United States-Washington-Spokane, United States-New York-New York, United States-Pennsylvania-Bethlehem

: Information Technology

: Full-time

: Day Job

Job Type
: Standard

: No

Job Posting
: Jul 19, 2021, 1:10:38 PM

Click Here To Apply

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