Team Lead, In Force Operations
Group 1001

Job Info

---

Group 1001 is a consumer-centric, technology-driven family of insurance companies on a mission to deliver outstanding value and operational performance by combining financial strength and stability with deep insurance expertise and a can-do culture. Group1001's culture emphasizes the importance of collaboration, communication, core business focus, risk management, and striving for outcomes. This goal extends to how we hire and onboard our most valuable assets - our employees.

Group 1001, and its affiliated companies, is strongly committed to providing a supportive work environment where employee differences are valued. Diversity is an essential ingredient in making Group 1001 a welcoming place to work and is fundamental in building a high-performance team. Diversity embodies all the differences that make us unique individuals. All employees share the responsibility for maintaining a workplace culture of dignity, respect, understanding and appreciation of individual and group differences.

The Team Lead, In-Force Operations is a subject matter expert engaged in several tasks and duties supporting the Delaware Life Operations processes and team members. Tasks and responsibilities include, but are not limited to: workflow management, training and support of new team members, ongoing education and support of the holistic team, identifying improvement opportunities, development and maintenance of procedural documents, and supporting system changes / enhancements. In addition, the Team Lead will spend at least 50% or more of his/her time focused on processing within the defined business unit. The Team Lead will work closely with the broader management team in this position to ensure that the highest level of service is consistently provided to customers, agents, and internal service partners for the area(s) within his/her scope of responsibility.

Main Accountabilities:

• Act as a subject matter expert for all tasks and responsibilities within area of responsibility.
• Lead and/or assist with workflow management and tasks / responsibilities within area of responsibility. Monitor incoming volumes and trends and coordinate resources in both a proactive and reactive manner.
• Monitor key performance measures and goals for team and team members.
• Identify process improvement opportunities and aid in the development and implementation of solutions. Proactively build knowledge of upstream and downstream functions and departments to aid in decision-making.
• Provide ongoing process coaching, engage in process observations, and engage in training to aid team members with improving efficiency, effectiveness, and customer experience.
• Assist with development and ongoing maintenance of standard operating procedures and associated job aids.
• Assist with audit tasks, including documentation gathering.
• Aid with escalated issues and facilitation of resolution efforts. Own communication and resolution as appropriate.
• Serves as a contributing team member regarding changes to products, procedures, regulations, etc. to ensure processing standards are attained. Engaged in requirements gathering and testing efforts as needed.
• Assist with annual reviews by providing feedback to the reviewing supervisor. Participate in or shadow the review process. Assist in and shadow any performance evaluations and discussions
• Develop and coordinate the training/cross-training of new team members of internal resources.
• Monitor queue levels and ensure all work is completed within service (SLA's) and regulatory standards. This also includes serving as an active processor on the team, to contribute to its overall success. Delegate tasks to team members and ensure their timely completion. Ensure depth of coverage through balanced assignments of tasks (and training, when necessary).
• Assists with other duties as assigned.

Qualifications:

• Bachelor's degree or equivalent experience. Advanced level degree a plus.
• 3+ years of operational / customer service experience
• Subject matter expertise with annuities and/or financial services products
• Strong problem-solving skills and experience working in a fast paced, changing environment
• Communicate effectively using verbal and written methods
• Attention to detail - you're meticulous and curious to understand how things work
• Prior team and/or workflow management experience a plus

Benefits Highlights:

Employees who meet benefit eligibility guidelines and work 30 hours or more weekly, have the ability to enroll in Group 1001's benefits package. Employees (and their families) are eligible to participate in the Company's comprehensive health, dental, and vision insurance plan options. Employees are also eligible for Basic and Supplemental Life Insurance, Short and Long-Term Disability, and to enroll in the Company's Employee Assistance Program and other wellness initiatives. Employees may also participate in the Company's 401K plan, with matching contributions by the Company.

#LI-LG1

---