Team Leader I, Operations

Job Purpose:

Under general direction, this position provides direct support and leadership to their respective Customer Operations Team, manages day-to-day operations, and works to ensure the timely and effective application of CUNA Mutual Group processes and policies.  This position is directly responsible for ensuring quality customer sales and/or service that meets or exceeds CUNA Mutual clients and members expectations as measured by increasing revenue, decreasing expenses and/or retention of existing business.  This role provides coaching to team members and assists in career development.

Framework General Profile and Scope 

• Supervises the daily activities of professional support or technical support team
• Sets priorities for the team to ensure task completion; coordinates work activities with other supervisors
• Decisions are guided by policies, procedures and business plan; receives guidance and oversight from manager
• Typically does not perform the work supervised
• Travel up to 50%

  Job Responsibilities:

• Leadership / Coaching
  •  Provides day-to-day leadership
  • Assists in coaching team to be able to identify inquires which are beyond scope of authority and take appropriate actions
  • Assists in call coaching to ensure customer service experience is provided
  • Inspires team to focus on adherence to CUNA Mutual Group policies and processes, as well as federal and state laws and regulations
  • Fosters a positive work environment and follows all Core Values
  • 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 o Coaches and helps establish individual development and career plans o          Coordinates with Learning Consultant on career development opportunities
• Performance Management
  • Completes quality reviews for team members 
  • Ensures staff compliance with company processes, federal and/or state regulations as required o             Monitors and evaluates quality 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 o Prepares employee performance appraisals and merit recommendations
• Issue Resolution
  • Investigates and resolves issues as required – whether customer issues, team issues or departmental issues
• Operations Management / Continuous Improvement

                           o     Identifies, designs and makes recommendations for process changes to improve customer experience

                           o     Maintains an awareness of CUNA Mutual and Collateral Protection Insurance 

                           o     Promotes and maintains a positive, professional image of CUNA Mutual Group

                           o     Participates in specials projects as assigned by manager

• Communication

                           o Informs team of changes, potential changes and other pertinent information affecting the department

                           o Plans, coordinates and conducts meetings to discuss operational procedures and provide on-going training to the team as needed

• Supports the dissemination of CUNA Mutual corporate-wide and location-specific communications on-site (i.e., bulletin boards, video monitors, peer recognition, etc.)
• Business Continuous Improvements

                           o    Identifies and makes recommendations for process changes to improve customer experience

                           o    Notifies leadership of any issues that require exceptions to the normal process procedures

                           o    Provides assistance to other departments (Claims, Product Administration, Product, and Sales) as needed

• Coordinates with other departments (Claims, Product Administration, Product and Sales) to ensure that performance targets  are met
• Promotes and maintains a positive, professional image of CUNA Mutual Group

Job Requirements:

• Bachelor’s degree in Business or other related field or trade off in related professional experience 
• 5-7 years of experience in customer service, administration or operations, preferably in the financial services and/or insurance industry
• Previous experience leading or supervising a team. 
• Ability to lead, coach and develop others.
• Strong interpersonal and demonstrated team-building and coaching skills; proven teamwork and collaboration
• Demonstrated analytical and problem solving skills; ability to apply sound judgment and make effective decisions
• Proven ability to organize and prioritize; demonstrated success in multitasking and managing multiple, competing priorities. 
• Prior experience with project management methodology strongly preferred
• Ability to accurately interpret information, as well as demonstrate problem solving skills.
• Application of good judgment and decision making.
• Ability to communicate at all levels with clarity and precision, both written and verbal
• Ability to adapt in a changing work environment  
• Advanced technical / computer skills, including MS Word, Excel, PowerPoint, SharePoint, etc

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. 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.

Please provide your Work Experience and Education or attach a copy of your resume.  Applications received without this information may be removed from consideration.