Operations Team Lead

National Guardian Life Insurance Company

. Facilitate the team in delivering optimal daily process performance .

Posted 9/22/2026full-timeMadison • Wisconsin • United StatesSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong leadership in team operations, facilitating training and development while ensuring optimal performance and customer service. Possesses advanced knowledge of NGL products and effective communication skills to enhance cross-functional collaboration.

Highest-signal resume keywords

Team LeadershipTraining DevelopmentCustomer Service ExcellenceProcess ImprovementCritical Thinking

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Process EvaluationTraining FacilitationPerformance MonitoringReport AnalysisPolicy Administration Systems

Soft Skills

Creative Problem-SolvingInterpersonal SkillsOrganizational SkillsCollaborationAttention to Detail

Tools & Technologies

Computer Software Programs

Certifications & Qualifications

LOMA 280LOMA 290ACS

Industry Keywords

Customer CentricityContinuous ImprovementNGL Experience

About the role

Key responsibilities & impact

Facilitate the team in delivering optimal daily process performance
Provide day-to-day direction and guidance to team members
Drive skill enhancement through knowledge sharing, cross-training, and rotation
Coach team members toward professional development
Provide direction and adapt communication methods to meet training needs
Conduct team-building activities and facilitate meetings when the manager is unavailable
Seek information to enhance cross-functional processes
Provide feedback for trainee performance reviews and assist with interviewing
Oversee staffing levels, organize team work, assign tasks, set priorities, and monitor activities
Assist in goal setting and measure and communicate attainment
Manage day-to-day team operations and maintain service levels
Evaluate processes and guidelines and identify improvement opportunities
Collaborate with teams and departments to update processes, procedures, training, and tools
Prepare, analyze, and interpret reports and formulate conclusions
Monitor and communicate queue statuses and key performance indicators
Maintain staffing models and keep the direct manager informed
Complete assigned projects and tasks by agreed-upon due dates
Develop, coordinate, and facilitate training and provide ongoing coaching
Train new hires on processes and procedures
Create and manage training materials and documentation
Develop and conduct training sessions and workshops
Identify additional coaching and training opportunities through quality assurance and internal audits
Provide advanced customer service support to peers and customers
Handle escalated cases and provide solution-driven responses
Perform customer service duties to help achieve service goals
Advise the supervisor of concerns, training opportunities, and trends
Authorize minor exceptions such as overnighting or expediting when needed
Foster a workplace environment consistent with NGL’s mission, vision, guiding principles, and values

Requirements

What you’ll need

High School diploma or GED
Minimum of three years related experience
Strong initiative and ability to work under minimal supervision
Good judgment and creative problem-solving ability
Strong critical thinking skills
Excellent oral and written communication skills
Advanced customer service skills
Strong interpersonal skills
Ability to facilitate and lead new hire or procedural training
Collaborative, inclusive approach
Passion for customer centricity and continuous improvement
Advanced knowledge of products administered by NGL
Ability to learn new things quickly and handle unfamiliar issues
Excellent organizational skills and attention to detail
Ability to manage multiple assignments and projects with minimal supervision
Consistent judgment and discretion related to management policies and business operations
Intermediate knowledge of policy administration systems and computer software programs
Preferred: LOMA 280 and 290 with ACS
Preferred: two to three years of NGL experience

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
Employee Resource Groups
Professional and personal development opportunities
Comprehensive Total Rewards package
Reasonable accommodations for qualified individuals with disabilities