Director, Group Client Engagement

Job Posting End Date: August 10

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 Director, Group Client Engagement leads the Long Term Care (LTC) Client Engagement team that supports our employer clients, with a primary focus on developing and executing strategic engagement initiatives in line with Unum’s closed block LTC strategy.

This role acts as a strategic partner across the Home Office, Field leadership, and broker organizations, ensuring alignment on engagement priorities and advancing a proactive, education-focused approach to managing client needs. The Director identifies emerging trends, shapes & implements scalable engagement strategies, and influences cross-functional decisions to drive appropriate risk-based outcomes.

The Director also oversees the evolution of the Group Client Engagement model and leads a team of professionals, ensuring strong capability, accountability, and alignment to business priorities. Through cross-functional collaboration and leadership of strategic initiatives, this role ensures the function delivers consistent, high-quality outcomes that support enterprise goals.

Principal Duties and Responsibilities

• Efficiently recruit, manage, develop and motivate a team responsible for supporting all levels of the Field Office, brokers and clients as needed
• Ownership for certain aspects of servicing of in-force customers, with appropriate collaboration with field and partners outside of own business area
• Creating, testing and refining new approaches to our strategy to improve overall performance and sharing best practices
• Embrace and lead change to improve workflow, enhance customer service and reduce operating costs
• Leverage strong internal partnerships to find service resolutions and make it easy for our clients to do business with Unum
• Instill a sense of urgency in others and ensure that field partners, brokers and clients are getting the level of responsiveness and service they expect
• Provide strategic direction to team and partners as new processes, products, systems or platforms are developed
• Ensure collective ownership of talent effectiveness across the teams with accountability for candid exchange of feedback that motivates and rewards high performers and ensures calibration of assessment
• Identification of trends within teams and oversee the consistent implementation of creative strategies (e.g. training) to ensure team is knowledgeable and customer focused
• Proactively identify and research problems or trends and develop and implement resolutions independently or partnering with internal connects as needed
• Participate in a strategic leadership capacity in the analysis, design, development and delivery of Home Office driven projects
• Initiate and drive continuous improvement efforts around key business processes
• Keep abreast of Business and workflow changes in all supported organizations and implement workflow changes accordingly
• Ensure that the highest level of quality is maintained
• Perform other duties as assigned

Job Specifications

• Bachelor’s degree or equivalent experience required
• 5+ years’ experience managing in a related complex customer service environment requi