Operations Team Lead

National Guardian Life Insurance Company

Operations Team Lead ensuring optimal daily performance and team training at NGL insurance. Overseeing team dynamics and fostering communication in a hybrid work environment.

Posted 5/17/2026full-timeMadison • Wisconsin • 🇺🇸 United StatesSeniorWebsite

About the role

Key responsibilities & impact

Provide day-to-day direction and guidance to Team Members.
Drive skill enhancement initiatives in the team through knowledge sharing, cross training and rotation
Coach team members towards professional development to include overall communication and collaboration with coworkers
Provide daily direction and demonstrate advanced communication skills with the ability to adjust communication style and methods to meet training needs of employees with varying abilities and personalities
Conduct teambuilding activities during team meetings, and facilitate such meetings when manager is unavailable
Actively seek out information to enhance cross functional processes
Provide manager with feedback for trainee performance reviews, and assist in interviewing for open positions
Foster a workplace environment that is consistent and embodies NGL’s mission, vision, guiding principles, and values
Oversee daily optimal staffing levels and manage processes and identify improvements.
Organizes the work of the team, assigns tasks, sets short-term priorities, monitors all activities and ensures timely and accurate completion of the work
Assist in goal setting and measure and communicate the attainment
Manage the day-to-day operations of the team, including ensuring service levels are maintained
Evaluate and monitor processes or guidelines that do not meet the needs of our customers
Identify opportunities for improvement and implement suggestions to resolve needs, including internal processes and procedures, requirements, forms, workflow processes and other programs
Collaborate with other teams and departments to review and update processes and procedures, including suggestions for training or other tools that improve daily processes
Prepare, analyze and interpret reports and formulates conclusions
Monitor and notify team of queue statuses and Key Performance Indicators
Maintain staffing models by leveraging capacity to address service needs and keep direct Manager informed
Complete other assigned projects and tasks by agreed upon due date
Develop and coordinate/facilitate training, and provide ongoing coaching for new and existing team members.
Train all new hires on processes and procedures and ensure they are being followed
Create and manage department training material, as well as documentation of product variations and processes for handling special situations
Develop and conduct and training sessions and workshops
Though quality assurance and internal audits, identify opportunities for additional coaching and/or training
Provide advanced and friendly support to peers and customers, conveying sensitivity and professionalism in all communications.
Take escalated cases when they are presented, and be solution-driven in response
Perform standard customer service duties to assist team in achieving service goals
Advise team supervisor of potential concerns, training opportunities and trends as they are discovered, and make recommendations to resolve the concerns
Authorize minor exceptions (i.e. overnighting or expediting) when needed to ensure exceptional customer service

Requirements

What you’ll need

Minimum Requirements: High School diploma or GED
Preferred: LOMA 280 and 290 with ACS
Minimum Requirement: A minimum of three years related experience
Preferred: A minimum of two to three years of NGL experience preferred

Benefits

Comp & perks

20 days of Paid Time Off growing to 25 days after 5 years
11 Paid Holidays (10 company holidays and 1 personal holiday of your choice)
Health care, dental and vision plans
Up to $1,500 (Family) or $1,000 (Single) annually towards a Health Savings Account
Annual bonus based on company performance
Paid Parental Leave
401(k) match up to 9%
Paid Sabbatical after 8 years
Paid Volunteer Time
Education Assistance Program
Employee Recognition Program
And much more!

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

training developmentperformance evaluationprocess improvementreport analysiscustomer servicestaffing managementcoachingteambuildingcross trainingworkflow management

Soft Skills

communicationcollaborationleadershipproblem-solvingorganizationaladaptabilityfeedbacksensitivityprofessionalismgoal setting

Certifications

LOMA 280LOMA 290ACS