Director, Client Success - Operations Support

Job Posting End Date: December 27

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 and delivery of high quality results in the Client Success Organization for the Group Eligibility, Medical Underwriting, Portability and Conversion, and the Single Premium Annuity teams. This position leads managers who have skilled employees and offshore teams through partners 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 leader must partner with many stakeholders within Client Success and across other organizations to ensure high quality service solutions with an ongoing focus on process efficiency and client experience.
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