Job Description:

• Lead the Long Term Care Client Engagement team supporting group and/or individual policyholders
• Develop and execute strategic engagement initiatives aligned with Unum’s closed block LTC strategy
• Partner across the Home Office, Field leadership and broker organizations to align engagement priorities
• Advance a proactive, education-focused approach to managing client needs
• Identify emerging trends and shape and implement scalable engagement strategies
• Influence cross-functional decisions to drive appropriate risk-based outcomes
• Oversee the evolution of the Client Engagement model
• Recruit, manage, develop and motivate a team supporting Field Offices, brokers and clients
• Own aspects of servicing in-force customers in collaboration with field and external partners
• Create, test and refine strategic approaches to improve performance and share best practices
• Lead change to improve workflow, customer service and operating costs
• Find service resolutions through internal partnerships and improve ease of doing business with Unum
• Ensure field partners, brokers and clients receive expected responsiveness and service
• Provide strategic direction as processes, products, systems and platforms are developed
• Drive talent effectiveness, feedback, performance assessment and recognition
• Identify team trends and implement strategies such as training to maintain knowledgeable, customer-focused teams
• Research problems and trends and independently or collaboratively implement resolutions
• Participate in Home Office project analysis, design, development and delivery
• Drive continuous improvement around key business processes
• Monitor business and workflow changes and implement corresponding workflow changes
• Ensure the highest level of quality is maintained
• Perform other duties as assigned

Requirements:

• 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, company 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
• Technical and Project management experience strongly desired
• Ability to develop and implement solutions by influencing and negotiating with partners across multiple functions and levels
• Strong collaboration skills and ability to partner across strategic and tactical business areas
• Critical thinking and 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 work effectively in a team environment with solid team-building skills
• Effective communication with field, brokers and customers
• Versatility/adaptability with proven ability to lead change
• May require occasional travel

Benefits:

• Award-winning culture
• Inclusion and diversity as a priority
• Performance Based Incentive Plans
• Competitive benefits package including 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
• Flexible work environments
• Healthcare benefits (health, vision, dental)
• Insurance benefits (short & long-term disability)
• Paid time off
• 401(k) retirement plan with employer match up to 5% and an additional 4.5% contribution whether you contribute to the plan or not