Vice President, Unemployment Management Client Delivery (Remote)

Company Description

Experian is the world’s leading global information services company, unlocking the power of data to create more opportunities for consumers, businesses, and society. We are thrilled to share that FORTUNE has named Experian one of the 100 Best Companies to Work for. In addition, for the last five years, we’ve been named among the 100 “World’s Most Innovative Companies” by Forbes Magazine. Experian prioritizes our culture and looks to bring people to the team who are passionate about their jobs, who are easy to work with, and who continue to value team over self. 

Experian Employer Services is redefining the way our clients do business within all aspects of workforce management. Experian Employer Services offers a full suite of HR, Payroll and Tax solutions through Experian’s client-first approach with unmatched expertise. We eliminate operational burdens and reduce costs while improving compliance with local, state, and federal employer requirements. 

Job Description

The Vice President of Unemployment Management Client Delivery will lead, oversee, and manage all aspects of the Unemployment Management Delivery Service, being a trusted business partner with a broad range of stakeholders at all levels.

• Lead the Unemployment Client Delivery Team currently consisting of 100 staff members who provide industry leading customer service to ensure timely and accurate processing of unemployment claims and coordination and representation of unemployment hearings for a large volume of Fortune 500 Companies. 
• Empower and support this Client Delivery Team to achieve individual, team, and company goals.
• Maintain continued improvements of the unemployment claims processing system to drive automation and customer facing enhancements.
• Establish, build relationships, and collaborate with the Customer Success, Product, Data and Enablement, Sales, and Marketing teams.
• Communicate at all levels to deliver high-quality client service consistent with Experian operational standards and practices.
• Independently tackle multiple tasks and manage responsibilities for self and team(s).
• Think strategically and execute programmatically.
• Utilize your strong interpersonal and planning skills to consistently achieve productivity and performance measurements.
• Lead change, anticipate how other teams might be impacted, and facilitate scoping and process with them.
• Keen ability to assess client needs and ensure that the correct service team is put in place to develop a customized partnership with each client.

Qualifications

Required

• An unemployment industry expert who has a thorough understanding of the intricacies involved in the UI industry.
• 8+ years of experience in processing claims, coordinating representation at unemployment hearings, and working with UI State Integrity laws.
• 10+ years of proven leadership experience in unemployment management or other relevant operations area.
• Have a keen understanding of the State Information Data Exchange system (SIDES) program.
• Prior experience managing a diverse group of tenured and experienced unemployment professionals.
• Ability to support and grow the existing team and be a driving force in their continued success.
• Experience leading an Operations function, demonstrating a breadth and depth of operational service delivery management expertise focused on service quality, people, process, and technology.
• Experience crafting and implementing productivity and process improvements.
• Strong partnering and influencing skills – Ability to work with broad cross functional teams to build relationships through communicating, listening/understanding their needs, and ensuring an optimal business and technology solution.
• Strong written and verbal communication skills – Ability to effectively impart information in a broad range of ways from individual conversations to broad online training, from junior employees to senior leadership.
• Customer focused mindset to ensure consistent delivery of customer-centric solutions.

Preferred

• Experience with Salesforce.com 
• Excellent organizational and project management skills
• Strong problem solving and analytical skills
• Bachelor’s degree. MBA, or relevant Master’s Degree 

Additional Information

All your information will be kept confidential according to EEO guidelines.

Our compensation reflects the cost of labor across several U.S. geographic markets. The base pay range for this position is listed above.  Within this range, individual pay is determined by work location and additional factors such as job-related skills, experience and education.  This position is also eligible for a variable pay opport