AVP, Client Success (Client Service Center)

Job Posting End Date: April 17

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:

The primary accountability of this position is to own the client experience and provide strategic and operational leadership within Client Success and its associated functions; potentially inclusive of onboarding, ongoing administration and premium/billing processes. This role is accountable for identifying, influencing and delivering on defined business objectives of both Unum and Colonial Life including improving client satisfaction, delivering operational efficiencies and ensuring client retention and identifying growth opportunities. This position will have direct responsibility for leaders accountable for teams providing the exceptional service to our clients, brokers/agents and partners with oversight on the quality of the experince. The responsibilities for this position will include but not limited to 1) leading through operational management system (Lean) focused on delivering an industry-leading client experience and reducing operational expenses, 2) identifying innovation opportunities and partnering closely with our transformation teams to define, test/learn and scale innovation, 3) deliver continuous improvement by understanding our customers and our processes and monitoring client feedback to remove waste and non-value added tasks.

Principal Duties and Responsibilities

• Lead your operational organization focused on delivering outcomes (ex. CSAT, Digital adoption, Opex, Persistency) for our clients and our companies.  Understand our clients and their changing needs/expectations.
• Collaborate closely with leaders across the enterprise to effectively strategize, build and execute on innovative solutions to complex client onboarding and administration challenges, coordinating closely with cross-functional partners to enable a market-leading end-to-end client experience.
• Utilizing Operational Management System (OMS/Lean tools), develop knowledge of processes within organization, key metrics to lead organization and through regular problem solving, create a continuous improvement culture.
• Stay abreast of innovation technology to enhance the client experience and create operational effectiveness.  
• Contribute to the successful innovative design/transformation of Client Success organization. 
• Create "best in class" services (onboarding, policy admin, billing) to be a competitive advantage valued by distribution partners and customers. Regularly monitor customer feedback and take appropriate actions in people, process and technology. Create opportunities for proactive customer outreach during moments that matter.

• Partner with business leaders across the company to monitor external market trends and redefine client onboarding and administration approaches in response to evolving distribution models, client expectations and business strategy. Support the development and execution of business unit strategies as appropriate.

• Lead and support diverse teams, creating a high-performing and engaged culture that is client focused, leverages technology and seen as knowledgeable, accountable, accurate and responsive. Actively engage employees in Unum’