Director, Client Success

Job Posting End Date: October 19

Unum is a company of people serving people. As one of the world's leading employee benefits providers and a Fortune 500 company, Unum's financial protection benefits help protect more than 36 million working people and their families from the financial impact of illness or injury.

Unum's two distinct, but similarly focused US businesses – Unum US and Colonial Life – are each a market leader in making disability, life, accident, critical illness, dental, and vision insurance accessible in the workplace.

Headquartered in Chattanooga, Tennessee, Unum also has significant US operations in Portland, Maine and Baton Rouge, Louisiana - and over 35 field offices nationwide. Colonial Life is headquartered in Columbia, South Carolina with over 40 field offices nationwide.

What Makes Unum Unique?
We want you to have more than a job; we want you to have a career where you can grow by developing and harnessing your strengths. As a benefits company, we help other companies care for their employees by providing a financial safety net. As a market leader, we lead by example by ensuring our employees know they are valued and giving them the best opportunity to succeed professionally and personally. Here’s how we do that:
Award winning culture
Prioritizing inclusion and diversity
Stellar benefits
Generous PTO (including paid time to volunteer!)
Up to 9.5% company contribution to 401K
Mental health support
Career advancement opportunities
Student loan repayment options
Tuition reimbursement
And that is just the beginning…
Every role at Unum is meaningful. With the help of our 10,000 employees, we protect over 39 million people worldwide during life's ups and downs. Whether claimants are expecting a new family member or going through a tough loss, we are here to support them and make the process as easy as possible. Help us help others and join our incredible team today!

Complex Case Onboarding Director

General Summary
The primary role of this position is to provide leadership, management, and oversight in the Client Success Organization. This position may lead front line teams and/or managers who are leading teams consisting of knowledgeable employees who are critical to providing strong service to customers, brokers, and partner areas. The individual is responsible for developing strategic service solutions that meet diverse marketplace needs, as well as leading an organization that provides front line service to clients and partner areas.
The responsibilities for this position are broad and diverse and can include sales support, implementation, enrollment, policy issue, billing, premium and account management for new and in-force cases as well as individual policyholders.

Principal Duties and Responsibilities

• Directs the day-to-day support for field services and direct support to Unum and Colonial Life sales teams, field agents, brokers and others across products, services, & segments.
• Manages internal and external customer expectations through project planning and partnering efforts throughout the corporation. Additional complexity and breadth contribute to the overall accountability of the job.
• Collaborates with internal and field partners to drive persistency objectives, facilitate a feedback/adjustment model, develop, and implement strategic initiatives that improve CSAT, operational effectiveness and service quality.
• Analyzes, drives, and implements process improvements centered-around ease of doing business, service excellence, training, and knowledge management.
• Collaborates with inter-department key operations to ensure achievement of scorecard metrics, business continuity and forecasted/real-time adjustments to service model requirements.
• Communicates trends and root cause: creates solutions to prevent future occurrences. Acts as an advocate for the field offices by surfacing trends/sales barriers/service model breakdowns to appropriate partners.
• Recruits, leads, mentors, and provides development for assigned personnel to foster and create a strong work environment for an organization of customer facing employees and ensure strong leadership succession planning.
• Provides project support and resources for key strategic initiatives as both SME and decision maker.
• Implements and effectively manages organizational change.
• Communicates and build support for corporate mission and objectives.
• Identifies and manages risks, resolves conflicts and removes barriers that impede the area’s ability to achieve goals and performance expectations.
• Provides direction and decisions to expedite resolution of field issues and support in policy decisions.
• Interfaces across levels and departments to mobilize commitment and ensure timely and appropriate assistance to mediate customer’s needs as well as ensure customer and client satisfaction and alignment with policies, procedures, goals, and objectives.
• Reviews, investigates, resolves, responds, and serves as the subject matter expert in resolution of service questions and issues from the field, as well as internal departments and external clients.
• Uses high level of technical understanding to interpret technical issues for the business and sustain credibility with IT.
• Provides block management for over 75,000 customers of varying complexity, working with the field offices/management, Implementation, Underwriting, ICS and other Home Office areas to resolve problems and/or strengthen customer relations

Job Specifications

• Bachelor’s degree preferred or equivalent experience required
  • Proven ability as a service leader with a track record of delivering strong customer service.
  • Ability to interact effectively with different audiences on both a strategic and tactical level.
  • Strong technical aptitude – ability to utilize and leverage technology and systems including understanding Unum’s legacy systems and their impacts to partner organizations.
  • 3-5 years of management experience in a fast-paced, complex business environment.
  • Comprehensive knowledge of and experience with Group Benefits implementation and administration.
  • Demonstrated experience in leading, engaging, motivating, and driving teams to higher level of performance and collaboration.
• Demonstrated ability to lead and manage multi-disciplinary operation cross-site/virtual team
  • Proven planning and organizational skills.
  • Excellent interpersonal, written, and verbal communication skills
  • Demonstrated strategic thinking, problem-solving, conflict resolution, and negotiation skills.
  • Proven ability to manage multiple concurrent priorities, understanding the impacts of each, making effective decisions based on sound information, and delivering optimum internal/external solution.
  • Strong knowledge and experience with customer service for external (brokers, TPAs, customers) and internal customers.
• Strong project management skills required, broad experience in organizational development and process design
• Strong understanding of and ability to take action to deliver on key business metrics/indicators/trends
• Skilled in resolving conflicts in an open and positive manner
• Proven ability to make sound/objective business decisions and deliver results
• Solid understanding of the service needs and financial impact to service levels
• Strong knowledge of the insurance business, the company’s operating structure, product offerings corresponding workflow processes, risk concepts and service model offerings.
• Strong interpersonal, collaboration, persuasion, communication, and negotiation skills – both written and verbal
• Strong interpersonal skills

• Travel as needed
• The subject matter experts on this team exemplify exceptional communication skills, deep product/business process knowledge, system knowledge/technical skills, ability to research/resolve and foster strong collaboration cross-functionally.

Our company is built on helping individuals and families, and this starts with our employees. We want employees to maintain a positive balance, which is why we provide access to the benefits and resources they need to invest in themselves. From our onsite fitness facilities and generous paid time off to employee professional development programs, we are committed to helping employees live and work their best – both inside and outside the office.

Unum is an equal opportunity employer, considering all qualified applicants and employees for hiring, placement, and advancement, without regard to a person's race, color, religion, national origin, age, genetic information, military status, gender, sexual orientation, gender identity or expression, disability, or protected veteran status.

Company:

Unum