As the Head of Enterprise Customer Service you will lead a diverse team of professionals focused on ensuring our customers' needs are being fulfilled. You will ensure our model continues to evolve and be enhanced through employee empowerment, instituting innovative best practices, a digital first mindset, and effectively automating processes.
You are
A strong leader who is customer obsessed and puts the customer at the center of everything you do. You have experience in creating organizations and transforming behaviors, mindsets and tools to create the best experience for internal and external customers. You are able to transform strategic thinking into executable insights and develop a best in class customer service organization.
Reporting to the Head of Operations and Service, you are a critical member of the Operations and Service Leadership Team. This position is at the center of the One Guardian strategy to create an exceptional and effortless customer experience. This is an excellent opportunity to create and implement the strategic vision which will deliver a seamless omni-channel experience.
You have
Bachelor Degree in business, operations or related field. Advance Degree preferred
15 years of progressive leadership experience running contact centers or operational functions servicing complex groups of customers and products
Proven ability to lead transformational change, including developing and executing your vision and strategy/roadmap
Demonstrated experience in managing partnerships with off-shore and outsourced operations
Strong technology background in call center operations with demonstrated analytic and analysis experience including workforce planning
Collaborative leadership and client relationship management experience
Strong ability to influence and build relationships across multiple business disciplines
Excellent presentation, interpersonal, negotiation, written and oral communication skills
Strong strategic, analytical ability, and intellectual curiosity to drive performance improvement and solve business challenges
Excellent financial, budgeting, planning and cost control
Passion for inclusion and diversity
CRITICAL CORE COMPETENCIES:
Adaptable, flexible, and able to lead/manage the organization through change
Strong business and digital acumen combined with solid relationship development skills, effectively interfacing with senior executives
Effectively navigate organizational complexity, understanding the interdependencies and priorities.
High degree of intellectual agility to handle complex business and technical issues
Superior critical thinking skills with a proven analytical business acumen
Customer operations and omni-channel management
Exceptional leader of people. Able to mentor and build capabilities within team and bring talent into organization
Effective communication skills: communicates openly at all levels, builds positive collaborative working relationships, able to build credibility and influence through approach to communications
Technology proficiency: demonstrates a solid understanding of leveraging technology, tools and data to drive innovation, operational improvements and customer experience
You will
Partner with the Head of Operations and Service to provide strategic and operational guidance to improve the customer experience. Lead the development and implementation of an enterprise omni-channel service organization.
Develop and execute the strategy in the delivery of service to all customers assuring that established service standards are met and high customer satisfaction is achieved.
Focus on the performance, culture and overarching contact center processes to ensure they are aligned with corporate and client objectives and provide the best customer and employee experience to consistently achieve productivity, SLA performance, and customer satisfaction targets
Lead, mentor and inspire staff to achieve superior results while demonstrating and living Guardian Values of "People Count," "We Do the Right Thing," and "We Hold Ourselves to Very High Standards".
Build and develop a team of leaders and associates considered best-in-class talent. Attract, coach, develop and retain a diverse high-performing customer-focused team.
Improve service excellence through identification and execution of initiatives that drive efficiency, scale, and a seamless customer experience
Foster collaboration with partners within Operations and Service, Enterprise Technology and Business Services, and across the enterprise business units. Leverage technology and outsourcing partners as appropriate. Bring strategic innovation and process integration across the enterprise.
Research best practices and benchmarks within and outside the financial services industry to identify gaps in service capabilities. recommend and implement changes.
Reporting Relationships
As our Head of Enterprise Customer Service, you will report to the Head of Enterprise Operations and Service who reports to the Chief of Operations and Chief Information Officer.
Location & Vaccination Requirements
The primary location for this position is Bethlehem, PA, with a work arrangement of On-Campus.
Additional locations for this position: Appleton, WI; Stamford, CT; with Work from Home Flexibility
Covid - 19 vaccinations required for this position.
Any offer of employment will be contingent upon the candidate's affirmation of being Full Vaccinated prior to commencing employment in the new role. New hires will have five business days from their start date to provide proof of vaccination through our Vaccination Status Confirmation Form. "Fully Vaccinated" means that at least two weeks have elapsed since you received the recommended number of doses of any COVID-19 vaccine that is currently fully approved, or authorized for emergency use, by the Food and Drug Administration or that have been listed for emergency use by the World Health Organization.
If an applicant is unable to be vaccinated due to a medical condition or a sincerely held religious belief, practice or observance, Guardian may provide reasonable accommodations. This policy may not apply to any Guardian colleagues working in a local jurisdiction (state, county, or city) that implements a law prohibiting a private employer from requiring vaccination, unless there is an applicable vaccine mandate from the federal government that would supersede the vaccination laws of the local jurisdiction. Guardian, in its sole discretion, may modify or terminate this requirement at any time.
Travel
30% plus travel required for this role.
Our promise
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 innovation in a secure and compliant way.
Competitive compensation package.
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 company match.
Tuition assistance, paid parental leave and backup family care.
Dynamic, modern work environments that promote collaboration and creativity to develop and empower talent.
Flexible time off, dress code, and work location policies to balance your work and life in the ways that suit you best.
Employee Resource Groups that advocate for inclusion and diversity in all that we do.
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.
About Guardian
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 www.GuardianLife.com.
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.
