Manager, FML Implementation

Do you want to be part of a collaborative Implementation team? Are you an innovator who is excited by the changing insurance landscape? Is a culture where “People Count,” “We Do the Right Thing,” and “We Hold Ourselves to Very High Standards” important to you? If so, Guardian is seeking a Manager,  FML Implementation to help grow and enhance our FML implementation experience, bringing innovative and differentiated value to our customers. 

You Are: 

A leader who possesses a high level of energy and enthusiasm, is comfortable with ambiguity, agile process, and theoretical concepts of modern business models enabled by technology. This position leads a high performing team responsible for delivering seamless, accurate, and customer centric implementation experiences for Guardian’s Family & Medical Leave (FML) and Leave Management solutions.  

This role ensures our partners, clients, and internal stakeholders receive a consistently excellent implementation and operational experience—rooted in strong collaboration, clear communication, and a deep understanding of Guardian’s processes and value proposition. 

As a key member of the implementation organization, the Manager, FML Implementation drives operational excellence, fosters innovation, and builds scalable processes that support Guardian’s evolving business needs. This leader cultivates a culture where people are empowered, accountable, and inspired to do their best work in a dynamic environment. 

You Have: 

• Bachelor’s Degree Required; MBA and/or relevant industry designations a plus 

• 5 years insurance experience in: Implementation Operations, account management, vendor management;  

• Experience/expertise working with third party benefits technology companies 

• Experience/expertise working with Family & Medical Leave (FML) and Leave Management solutions.  

• Demonstrated success in leadership, business development, influence, negotiation, and consultation 

You Will: 

• Lead and Develop the FML Implementation Team 
  Build and maintain a diverse, high performing team by coaching, setting clear expectations, providing continuous feedback, and creating growth opportunities. 

• Drive Operational Excellence 
  Implement best in class practices that ensure timely, accurate, and compliant delivery of FML and Leave Management onboarding, enrollment, history and take over, and partner support. 

• Strengthen Cross Functional Partnerships 
  Collaborate closely with Sales, Distribution, Underwriting, Operations, claims and external technology partners to align on strategic objectives and ensure a seamless client journey. 

• Champion Innovation and Process Improvement 
  Identify transformation opportunities, lead strategic initiatives, and promote digital solutions that enhance scalability, efficiency, and customer experience. 

• Ensure Compliance and Internal Controls 
  Maintain rigorous oversight of processes, documentation, and controls to meet operational, regulatory, and reporting requirements. 

• Plan and Manage Capacity 
  Monitor workload trends, forecast demand, and ensure the right resources are in place to meet service expectations. 

Reporting Relationships 

This position reports to the Head of Implementation who, in turn, reports to the Head of Group Benefit Operations.   

Functional Skills 

• Communication:  Possess excellent communication skills (written and verbal) and be able to convey complex and difficult content and messages.   Leads by example by communicating constructively, honestly and candidly. 

• Collaborating with others:  Fosters a high level of team work and collaboration between employees, teams, departments and profit centers. 

• Coach and Develops:  Develop an employee's skills and knowledge so they can perform to standards of their role.  Support career pathing as opportunities are presented.  

• Adapting to Change:  Leads and promotes commitment to change initiatives.  Translates ambiguity into actionable plan for others. 

• Impact and influence:  Ability to motivate and inspire others in fast paced/high demand positions and situations. 

• Personal Accountability:  Actively seeks and takes on additional challenges to grow and develop professionally.  Take full responsibility for the results of own actions and holds self and others accountable for achieving required results. 

• Applies Business and Industry Knowledge:  Understand Guardian’s end to end processes and utilizes knowledge and resources to assist internal and external contacts.   Utilize internal and external sources to better understand industry trends, clients and competitors. 

• Strong knowledge of client implementation process and enrollment of individual members. 

• Demonstrated interpersonal skills; able to work well with clients, customers, peers, and management at all levels (officer, director, manager, supervisor). 

• Ability to motivate people and maintain a high energy level. 

• Ability to use excellent judgment while working with multiple priorities and deadlines. 

• In-depth knowledge and working experience supporting Operational areas, Group Sales, Brokers and Planholders. 

• Advanced skills in Microsoft Word, Excel, Microsoft Access, and PowerPoint required. 

Location/Travel 

• Travel up to 10% 

• Hybrid work arrangement (3+ days in office per week in a local Guardian Office) or Work from Home 

• Preferred Guardian Office locations include: Bethlehem, PA;