Director OF Client Services

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 required

5+ years management experience preferredStrong 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 constituents 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

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Unum and Colonial Life are part of Unum Group, a Fortune 500 company and leading provider of employee benefits to companies worldwide. Headquartered in Chattanooga, TN, with international offices in Ireland, Poland and the UK, Unum also has significant operations in Portland, ME, and Baton Rouge, LA - plus over 35 US field offices. Colonial Life is headquartered in Columbia, SC, with over 40 field offices nationwide.

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.

The base salary range for applicants for this position is listed below. Unless actual salary is indicated above in the job description, actual pay will be based on skill, geographical location and experience.

$89,900.00 - $169,900.00

Additionally, Unum offers a portfolio of benefits and rewards that are competitive and comprehensive including healthcare benefits (health, vision, dental), insurance benefits (short & long-term disability), performance-based incentive plans, paid time off, and a 401(k) retirement plan with an employer match up to 5% and an additional 4.5% contribution whether you contribute to the plan or not. All benefits are subject to the terms and conditions of individual Plans.

Company: Unum

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