UNUM
Director, Client Success - Unum VB
UNUM, Portland, Maine, us, 04122
UNUM Director, Client Success - Unum VB Portland, Maine Apply Now
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 cultureInclusion and diversity as a priorityPerformance Based Incentive PlansCompetitive benefits package that includes: Health, Vision, Dental, Short & Long-Term DisabilityGenerous PTO (including paid time to volunteer!)Up to 9.5% 401(k) employer contributionMental health supportStudent loan repayment optionsFlexible work environments*All the benefits listed above are subject to the terms of their individual Plans.With 10,000 employees helping more than 39 million people worldwide, every role at Unum is meaningful and impacts the lives of our customers. Help us help others, and join Team Unum today!General Summary:The primary role of this position is to provide leadership, management, and oversight in the Client Success Organization. This position may lead front line teams and/or managers who are leading teams consisting of knowledgeable employees 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.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.Collaborates with internal and field partners to drive persistency objectives and develop 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.Communicates trends and root causes; creates solutions to prevent future occurrences.Recruits, leads, mentors, and provides development for assigned personnel to foster a strong work environment.Provides project support and resources for key strategic initiatives as both SME and decision maker.Implements and effectively manages organizational change.Identifies and manages risks, resolves conflicts, and removes barriers that impede achieving goals and performance expectations.Interfaces across levels and departments to ensure timely and appropriate assistance to mediate customer needs.Reviews, investigates, resolves, and serves as the subject matter expert in resolution of service questions and issues.Provides block management for over 75,000 customers of varying complexity.Job Specifications:Bachelor’s degree preferred or equivalent experience required.Proven ability as a service leader with a track record of delivering strong customer service.Ability to interact effectively with different audiences on both a strategic and tactical level.Strong technical aptitude – ability to utilize and leverage technology and systems.3-5 years of management experience in a fast-paced, complex business environment.Comprehensive knowledge of and experience with Group Benefits implementation and administration.Demonstrated experience in leading, engaging, motivating, and driving teams to higher performance.Strong project management skills required.Excellent interpersonal, written, and verbal communication skills.Strong understanding of the service needs and financial impact to service levels.Travel as needed.Company:Unum is an equal opportunity employer, considering all qualified applicants and employees for hiring, placement, and advancement, without regard to a person's race, color, religion, national origin, age, genetic information, military status, gender, sexual orientation, gender identity or expression, disability, or protected veteran status.
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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 cultureInclusion and diversity as a priorityPerformance Based Incentive PlansCompetitive benefits package that includes: Health, Vision, Dental, Short & Long-Term DisabilityGenerous PTO (including paid time to volunteer!)Up to 9.5% 401(k) employer contributionMental health supportStudent loan repayment optionsFlexible work environments*All the benefits listed above are subject to the terms of their individual Plans.With 10,000 employees helping more than 39 million people worldwide, every role at Unum is meaningful and impacts the lives of our customers. Help us help others, and join Team Unum today!General Summary:The primary role of this position is to provide leadership, management, and oversight in the Client Success Organization. This position may lead front line teams and/or managers who are leading teams consisting of knowledgeable employees 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.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.Collaborates with internal and field partners to drive persistency objectives and develop 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.Communicates trends and root causes; creates solutions to prevent future occurrences.Recruits, leads, mentors, and provides development for assigned personnel to foster a strong work environment.Provides project support and resources for key strategic initiatives as both SME and decision maker.Implements and effectively manages organizational change.Identifies and manages risks, resolves conflicts, and removes barriers that impede achieving goals and performance expectations.Interfaces across levels and departments to ensure timely and appropriate assistance to mediate customer needs.Reviews, investigates, resolves, and serves as the subject matter expert in resolution of service questions and issues.Provides block management for over 75,000 customers of varying complexity.Job Specifications:Bachelor’s degree preferred or equivalent experience required.Proven ability as a service leader with a track record of delivering strong customer service.Ability to interact effectively with different audiences on both a strategic and tactical level.Strong technical aptitude – ability to utilize and leverage technology and systems.3-5 years of management experience in a fast-paced, complex business environment.Comprehensive knowledge of and experience with Group Benefits implementation and administration.Demonstrated experience in leading, engaging, motivating, and driving teams to higher performance.Strong project management skills required.Excellent interpersonal, written, and verbal communication skills.Strong understanding of the service needs and financial impact to service levels.Travel as needed.Company:Unum is an equal opportunity employer, considering all qualified applicants and employees for hiring, placement, and advancement, without regard to a person's race, color, religion, national origin, age, genetic information, military status, gender, sexual orientation, gender identity or expression, disability, or protected veteran status.
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