Director, LTC Client Engagement

Job Description:

  • Lead the Long Term Care Client Engagement team supporting group and/or individual policyholders
  • Develop and execute strategic engagement initiatives aligned with Unum’s closed block LTC strategy
  • Partner across the Home Office, Field leadership and broker organizations to align engagement priorities
  • Advance a proactive, education-focused approach to managing client needs
  • Identify emerging trends and shape and implement scalable engagement strategies
  • Influence cross-functional decisions to drive appropriate risk-based outcomes
  • Oversee the evolution of the Client Engagement model
  • Recruit, manage, develop and motivate a team supporting Field Offices, brokers and clients
  • Own aspects of servicing in-force customers in collaboration with field and external partners
  • Create, test and refine strategic approaches to improve performance and share best practices
  • Lead change to improve workflow, customer service and operating costs
  • Find service resolutions through internal partnerships and improve ease of doing business with Unum
  • Ensure field partners, brokers and clients receive expected responsiveness and service
  • Provide strategic direction as processes, products, systems and platforms are developed
  • Drive talent effectiveness, feedback, performance assessment and recognition
  • Identify team trends and implement strategies such as training to maintain knowledgeable, customer-focused teams
  • Research problems and trends and independently or collaboratively implement resolutions
  • Participate in Home Office project analysis, design, development and delivery
  • Drive continuous improvement around key business processes
  • Monitor business and workflow changes and implement corresponding workflow changes
  • Ensure the highest level of quality is maintained
  • Perform other duties as assigned

Requirements:

  • Bachelor’s degree or equivalent experience required
  • 5+ years’ experience managing in a related complex customer service environment required
  • 5+ years management experience preferred
  • Strong knowledge of the insurance business, company operating structure, product offerings, external drivers and corresponding workflow processes
  • Strong understanding of market dynamics with ability to favorably position and represent Unum to external constituents preferred
  • Demonstrated commitment to customer service and quality improvement methods
  • Technical and Project management experience strongly desired
  • Ability to develop and implement solutions by influencing and negotiating with partners across multiple functions and levels
  • Strong collaboration skills and ability to partner across strategic and tactical business areas
  • Critical thinking and ability to problem solve complex issues
  • Ability to manage and develop people remotely
  • Proven leadership and people management skills, including coaching and development of other managers
  • Ability to work effectively in a team environment with solid team-building skills
  • Effective communication with field, brokers and customers
  • Versatility/adaptability with proven ability to lead change
  • May require occasional travel

Benefits:

  • Award-winning culture
  • Inclusion and diversity as a priority
  • Performance Based Incentive Plans
  • Competitive benefits package including 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
  • Healthcare benefits (health, vision, dental)
  • Insurance benefits (short & long-term disability)
  • Paid time off
  • 401(k) retirement plan with employer match up to 5% and an additional 4.5% contribution whether you contribute to the plan or not
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