Guardian Life - Quality Specialist, Staff Trainer

Job Title: Quality Specialist
Job Location: Bethlehem, PA
Posted Date: 2008-09-19
Request Number: 3954

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Job Description:
To coordinate an independent, unbiased quality review of daily production work. The incumbent will quality-check distribution and contribution transactions and perform corrective processing activities, when necessary. Additionally, s/he will assist in the monitoring and analysis of phone calls, and gather data for the corporate staffing model. S/he will assist in documenting and validating new Operations procedures. Results of the analyses will be reported to management for further review and recommendations. The individual is responsible for working with department leaders and staff to identify training and/or performance issues. S/he will assist in identifying opportunities for improving Operational accuracy and efficiency. The incumbent will be responsible for working with management to identify the scope of issues and determine how far reaching into the organization and across Guardian entities they extend. The individual is responsible for working with profit center management and Guardian personnel at all levels to identify, make recommendations and resolve issues. The incumbent will have direct oversight responsibilities for identifying news and working with existing issues that are before management and the legal department. The individual will engage other profit center and Guardian personnel to manage projects and report recommendations to management. Activity Purpose E/M Quality analysis of daily transaction processing activities Compare daily Omni input to documentation provided by contractowners for accuracy in desired output E Review and analysis of Call Center phone calls Assure established quality standard are being met; identity training opportunities E Collect staffing model data Gather data for staffing model from daily processing; validate numbers and times. E Audit preparation. Assist in preparing documentation to present to auditors E

Qualifications:
Bachelor’s degree; B.B.A. or BS or equivalent Group Pensions experience. Minimum of 5 years related experience, management experience preferred, and ability to delegate responsibility, and hold people accountable for deliverables. Experience in dealing with and presenting to all levels of management; ability to develop recommended courses of action. Subject matter expert on all Operations tasks, attention to detail, Analytical thinking, Ability to communicate effectively with all levels of management, Insight, Innovation, Change management, Environmental scanning. Possess working knowledge of Microsoft Excel and Word. Full understanding of the Advantage and Investor products, subject matter expert on all Operations tasks, Manage mid sized projects Periodic overtime to be expected Work with cross functional teams Interested individual's should submit their posting applications to Human Resources by 5:00 on Friday, 9/26.

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Job Title: Guardian Retirement Services – Operations and Wholesaler Trainer
Job Location: Bethlehem, PA
Posted Date: 2008-09-19
Request Number: 3955

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Job Description:
An exempt position the Trainer is responsible for new hire and on-going Wholesaler development and understanding of the applications and products within Guardian Retirement Services. The Trainer will be responsible for introducing and explaining how Group Pensions systems operate, while recognizing the training level required for the new hire position. He/she will need to verify that the individual comprehends the material presented with the ability to utilize the information to support our products and ultimately our clients and business partners. Additionally, while keeping our standards high the Trainer needs to provide feedback to the newly hired individual, as well as their direct superior on their progress, in a coaching manner to improve the individual’s growth and knowledge. As the Trainer, this individual will be responsible for keeping their knowledge current on any procedural and system changes, which would affect the training requirements for the applicable new hire. Develop and train newly hired Operations Staff and Wholesalers to enable them to understand the applications and products within Guardian Retirement Services. Evaluate and present the training material necessary to allow the individual to develop a working relationship meeting our Clients and Business Partners needs. Maintain knowledge of the Pension Industry to keep training current with IRS and DOL changes. Evaluate the comprehension of the trainee and present feedback in a coaching manner to improve their growth and knowledge. Collaborate with the trainee’s supervisor to identify training needs and follow up with feedback as appropriate. Maintain training materials to assist newly hired staff with information that is applicable to their position. Special Projects and Responsibilities – as systems are upgraded and/or developed offer input as a key resource remembering to evaluate the overall reasoning for the enhancement.

Qualifications:
High school diploma and some college is preferred Knowledge of Guardian Retirement Service Systems ASPPA training or other Retirement Planning Education is preferred Experience with creating Power Point Presentations Excellent Communication Skills Superior writing skills Able to effectively interact with Senior Management Organized Ability to give feedback and/or evaluation information in a coaching manner Flexibility to accept change and react to procedural updates Good Listening Skills Interested individual's should submit their posting application to Human Resources by 5:00 on Friday, 9/26.

For more information on the Lehigh Valley Jewish community, please email Rabbi Mordechai Torczyner at torczyner@gmail.com.