Director, LTC Client Engagement
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
