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Team Leader II, Retirement Operations Job (Madison, WI, US)

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Work Location: Madison,WI

We are seeking an uncommon professional to join our team as a Team Leader II, Retirement Operations

Job Purpose:

Under the direction of the Customer Operations Leadership Team, the Team Leader II, Retirement Operations is a supervisory role that provides direct support and leadership to the assigned team, manages day-to-day operations, and works to ensure the timely and effective application of CUNA Mutual Group processes and policies. The Team Leader II, Retirement Operations provides coaching to team members and assists in career development.

Job Responsibilities:

- Leadership / Coaching

- Provides day-to-day leadership and supervision to team members
- Assists in coaching team to be able to identify inquires which are beyond scope of authority and take appropriate actions
- Fosters a positive work environment
- Develops and maintains productive working relationship with team members-some of which may be field based
- Career Development / Performance & Dialogue

- Set goals and standards of performance for team which is linked to business goals; use appropriate measurement methods to monitor progress; take suitable accountability for successful completion of assignments or tasks
- Provides on-going dialogue to team members about their performance
- Coaches and helps establish individual development and career plans
- Coordinates with Learning Consultant on career development opportunities
- Performance Management

- Completes Quality Assurance reviews for team members
- Ensures staff compliance with company processes
- Monitors and evaluates Quality Assurance and metrics reports for each team member and identifies required actions necessary to achieve service level and quality targets
- Analyze periodic performance indicators and communicate regularly to team members
- Issue Resolution

- Investigates and resolves complex customer inquiries
- Operations Management / Continuous Improvement

- Identifies, designs and makes recommendations for process changes to improve customer experience
- Maintains an awareness of CUNA Mutual and Collateral Protection Insurance
- Promotes and maintains a positive, professional image of CUNA Mutual Group
- Participates in specials projects as assigned by manager

The above statement of duties is not intended to be all inclusive and other duties will be assigned from time to time.

Job Requirements:

1. Bachelor’s degree in Business or other related field or trade off in related professional experience
2. 4-6 years of experience in customer service, administration or operations, preferably in the financial services and/or insurance industry
3. 2 years prior supervisory experience leading a small to medium sized team
4. Strong interpersonal and demonstrated team-building and coaching skills; proven teamwork and collaboration
5. Demonstrated analytical and problem solving skills; ability to apply sound judgment and make effective decisions
6. Proven ability to organize and prioritize; demonstrated success in multitasking and managing multiple, competing priorities
7. Ability to communicate at all levels with clarity and precision, both written and verbal
8. Advanced technical / computer skills, including MS Word, Excel, PowerPoint, SharePoint, etc.)
9. Ability to provide backup coverage and support for other team leaders and/or staff as needed

CUNA Mutual Group’s insurance, retirement and investment products provide financial security and protection to credit unions and their members worldwide. As a dynamic and growing company, we strive to create a culture of performance, high standards and defined values.

Along with an excellent benefits package, our staff is engaged, rewarded for performance, and encouraged to grow professionally and personally. Our future is driven by our people, and our people are driven to deliver value through innovation, involvement and determination. If you want to be recognized for your results and empowered to reach your potential, we urge you to apply.

In return for your skills and contributions, we offer highly competitive compensation and benefit packages, significant professional growth, and the opportunity to win and be rewarded.

*LI-HR

Experience Level: 3-5 years
Area of Interest(s): Claims, Customer Operations, Customer Service
Type of Job: Full Time
Job ID: MML20143005-17808

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