Director, Client Success

Benefits

Additional Information

Job Posting End Date: June 18 When you join the team at Unum, you become part of an organization committed to helping you thrive. Here, we work to provide the employee benefits and service solutions that enable employees at our client companies to thrive throughout life's moments. And this starts with ensuring that every one of our team members enjoys opportunities to succeed both professionally and personally. To enable this, we provide: Award-winning culture Inclusion and diversity as a priority Performance Based Incentive Plans 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 Flexible work environments *All the benefits listed above are subject to the terms of their individual Plans . And that's just the beginning... With 10,000 employees helping more than 39 million people worldwide, every role at Unum is meaningful and impacts the lives of our customers. Whether you're directly supporting a growing family, or developing online tools to help navigate a difficult loss, customers are counting on the combined talents of our entire team. Help us help others, and join Team Unum today! General Summary: 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 lead