New Business Team Lead

Job Description:

• Provide day-to-day direction and guidance to Team Members
• Drive skill enhancement through knowledge sharing, cross-training, and rotation
• Coach team members on professional development, communication, and collaboration
• Provide daily direction and adapt communication methods to meet varying training needs
• Conduct team-building activities and facilitate team meetings when the manager is unavailable
• Seek information to enhance cross-functional processes
• Provide manager feedback for trainee performance reviews and assist with interviewing
• Foster a workplace environment consistent with NGL’s mission, vision, guiding principles, and values
• Oversee staffing levels, organize team work, assign tasks, set priorities, monitor activities, and ensure timely and accurate completion
• Assist with goal setting and communicate attainment
• Manage day-to-day team operations and maintain service levels
• Evaluate processes and guidelines against customer needs
• Identify and implement improvements to processes, procedures, requirements, forms, workflows, and programs
• Collaborate with teams and departments to update processes and procedures and improve 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 and ensure compliance
• Create and manage training materials and documentation for product variations and special situations
• Develop and conduct training sessions and workshops
• Identify coaching and training opportunities through quality assurance and internal audits
• Provide advanced support to peers and customers with sensitivity and professionalism
• Handle escalated cases and provide solution-driven responses
• Perform customer service duties to achieve service goals
• Advise the supervisor of concerns, training opportunities, and trends and recommend solutions
• Authorize minor exceptions such as overnighting or expediting when needed

Requirements:

• High School diploma or GED
• Minimum of three years related experience
• Strong initiative with the ability to work under minimal supervision, exercise good judgment, and creatively solve problems or issues
• Solution driven with strong critical thinking skills
• Excellent oral and written communication skills, including the ability to appropriately coach team members
• Advanced customer service skills and ability to convey professionalism, flexibility and empathy
• Strong interpersonal skills with the ability to facilitate and lead new hire or procedural training
• Collaborative, inclusive approach with leaders and team members from diverse backgrounds and work styles
• 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 strong attention to detail
• Ability to manage multiple assignments and projects with minimal supervision
• Consistent judgment and discretion related to management policies and general business operations
• Intermediate knowledge of policy administration systems and computer software programs
• LOMA 280 and 290 with ACS preferred
• Two to three years of NGL experience preferred

Benefits:

• 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
• Competitive base pay