Director, Group Client Engagement

Job Posting Summary

Job Posting End Date: June 10
Director, Group Client Engagement – Long Term Care (LTC)

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.
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 required.
5+ years management experience preferred.
Strong knowledge of the insurance business, the company's 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 constituencies preferred.
Demonstrated commitment to customer service and quality improvement methods.
Ability to alter style or approach according to different situations and individual needs.
Technical and Project management experience strongly desired.
Develop and implement solutions by influencing and negotiating with partners across multiple functions and at various levels.
Strong collaboration skills; demonstrated ability to partner at all levels with cross-functional business areas on both strategic and tactical levels to achieve results with multiple and diverse priorities.
Critical thinking; 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 effectively work 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.
Base salary range: $89,900.00-$169,900.00
Equal Opportunity and Accommodations

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.
Unum Group is committed to working with and providing reasonable accommodations for any applicant with a disability. If you are disabled and need a reasonable accommodation to participate in the application or hiring process, please contact us by submitting a request here.

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