Wealth Management: Customer Experience Lead

Guardian Life; Bethlehem (Northampton County); On-site; USD 69,000 - 113,000; Full time

Job summary

Guardian Life's Park Avenue Wealth Management Team Leaders oversee daily operations, coaching a frontline team to deliver exceptional service and ensure compliance. You will partner with senior leaders to drive strategic improvements, manage budgets, and optimize scheduling while focusing on customer experience and employee engagement.

You will lead recruitment initiatives, drive performance reviews, and foster a diverse, innovative culture that empowers staff to deliver service excellence

Qualifications

• Minimum 2-3 years of high touch customer service or operations experience in retirement/wealth management.
• Strong leadership, analytical, verbal & written communication skills.
• Ability to build relationships with senior leaders and peers.
• High accountability, discretion and independent decision making.
• Ability to prioritize tasks, take initiative and solve problems.
• Excellent time management and multitasking across processes.

Responsibilities

• Lead day-to-day operations and serve as primary contact for colleagues and partners.
• Coach, train and listen to the team to drive engagement and development.
• Drive budget adherence and manage resources to meet goals.
• Monitor schedules and ensure coverage for customer needs.
• Analyze root causes of service escalations and drive improvements.
• Communicate performance feedback to senior leadership and stakeholders.
• Lead department projects and recruitment strategy with leadership.
• Oversee annual performance reviews and objective setting.

Skills

Leadership

Communication

Budgeting

Scheduling

Stakeholder mgmt

Problem solving

Education

Bachelor’s Degree or relevant degree/work experience preferred

Tools

Microsoft Word

Microsoft Excel

PowerPoint

OneNote

Job description

Guardian Life's Park Avenue Wealth Management Team Leaders oversee daily operations, coaching a frontline team to deliver exceptional service and ensure compliance. You will partner with senior leaders to drive strategic improvements, manage budgets, and optimize scheduling while focusing on customer experience and employee engagement.

You will lead recruitment initiatives, drive performance reviews, and foster a diverse, innovative culture that empowers staff to deliver service excellence