Director, Group Client Engagement

About the role

When you join the team at Unum, you become part of an organization committed to helping you thrive. With 10,000 employees helping more than 39 million people worldwide, every role at Unum is meaningful and impacts the lives of our customers.

The Director, Group Client Engagement leads the Long Term Care (LTC) Client Engagement team that supports our employer clients, with a primary focus on developing and executing strategic engagement initiatives in line with Unum’s closed block LTC strategy.

Responsibilities

• Efficiently recruit, manage, develop and motivate a team responsible for supporting all levels of the Field Office, brokers and clients as needed
• Ownership for certain aspects of servicing of in-force customers, with appropriate collaboration with field and partners outside of own business area
• Creating, testing and refining new approaches to our strategy to improve overall performance and sharing best practices
• Embrace and lead change to improve workflow, enhance customer service and reduce operating costs
• Leverage strong internal partnerships to find service resolutions and make it easy for our clients to do business with Unum
• Instill a sense of urgency in others and ensure that field partners, brokers and clients are getting the level of responsiveness and service they expect
• Provide strategic direction to team and partners as new processes, products, systems or platforms are developed
• Ensure collective ownership of talent effectiveness across the teams with accountability for candid exchange of feedback that motivates and rewards high performers and ensures calibration of assessment
• Identification of trends within teams and oversee the consistent implementation of creative strategies (e.g. training) to ensure team is knowledgeable and customer focused
• Proactively identify and research problems or trends and develop and implement resolutions independently or partnering with internal connects as needed
• Participate in a strategic leadership capacity in the analysis, design, development and delivery of Home Office driven projects
• Initiate and drive continuous improvement efforts around key business processes
• Keep abreast of Business and workflow changes in all supported organizations and implement workflow changes accordingly
• Ensure that the highest level of quality is maintained

Qualifications

• Bachelor’s degree or equivalent experience required
• 5+ years’ experience managing in a related complex customer service environment required
• 5+ years management experience preferred
• Strong knowledge of the insurance business, the company's operating structure, product offerings, external drivers and corresponding workflow processes
• Strong understanding of market dynamics with ability to favorably position and represent Unum to external constituents preferred
• Demonstrated commitment to customer service and quality improvement methods
• Ability to alter style or approach according to different situations and individual needs
• Technical and Project management experience strongly desired
• Develop and implement solutions by influencing and negotiating with partners across multiple functions and at various levels
• Strong collaboration skills; demonstrated ability to partner at all levels with cross-functional business areas on both strategic and tactical levels to achieve results with multiple and diverse priorities
• Critical thinking; ability to problem solve complex issues
• Ability to manage and develop people remotely
• Proven leadership and people management skills, including coaching and development of other managers
• Ability to effectively work in a team environment with solid team building skills
• Effective communication with field, brokers and customers
• Versatility/adaptability with proven ability to lead change

Benefits

Unum provides a competitive benefits package that includes: Health, Vision, Dental, Short & Long-Term Disability, Generous PTO (including paid time to volunteer!), Up to 9.5% 401(k) employer contribution, Mental health support, Career advancement opportunities, Student loan repayment options, Tuition reimbursement, and Flexible work environments.

Pay

The base salary range for this position is $89,900.00-$169,900.00. Unum also offers a portfolio of benefits and rewards that are competitive and comprehensive, including healthcare benefits, insurance benefits, performance-based incentive plans, paid time off, and a 401(k) retirement plan with an employer match up to 5% and an additional 4.5% contribution.