VP, Unum Client Service Center

Job Posting End Date: January 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:

This position will be the strategic business leader with overall responsibility for development and execution of the Company’s comprehensive and end to end client level service and administration strategy for new and existing clients across all segments.

Working in concert with cross functional teams, the role will focus on creating the optimal and most efficient service and administration experience through initiatives that deliver on several strategic areas including, but not limited to: transformative technology with a focus on digital platforms and tools, market segment strategies, BPO relationships, and strong process partnerships (both internal and external) throughout the entire client lifecycle.

The leader is accountable for creating an operating model that will deliver a reimagined service and administration process and experience, which drives industry leading customer satisfaction scores, reduces operational expense and unit costs, and ensures high quality with tight internal fiduciary controls.

This position requires long range, strategic thinking combined with short-term process efficiency and operational management expertise with a focus on building operations that provide high service levels and quality while consistently decreasing unit costs.

Principal Duties and Responsibilities:

• Responsible for delivery of best-in-class client experience in all areas of service and administration for Unum US market segments, brands, and products.
• Lead a comprehensive service model strategy and operational approach for new and current clients.
• Owner of the service and administration in partnership with the Change and IT organizations to develop creative and innovative solutions that includes significant technology and process change to improve both the client and our employee experiences.
• Through transformation and continuous improvement, lead the organization through positive change management and reduction in unit costs.
• Partner, both internally and externally, to deliver best in class experience, operational excellence that have a direct impact on efficiency, profitability, quality and CSAT.
• May perform other duties as assigned

Job Specifications:

• Bachelor’s degree referred or equivalent business experience
• Deep knowledge of employee benefits industry with 15+ years of experience
• In depth knowledge and understanding of process and structure across the client lifecycle and across all customer segments, products, and brands
• Ability to identify market trends and needs; develop, execute, and appropriately communicate solutions, both internally and externally
• Able to design and execute on a vision that brings together technology, process re-design and people to create an exceptional client experience and delivers efficiencies
• Understanding and experience leading an organization through use of Lean tools to create a culture of continuous improvement
• Strong leadership qualities, including demonstrated ability to build strategic alignments and influence with internal constituents and external vendor partners
• Prove