Manager, Ask Unum

Job Posting End Date: September 15

Unum is a company of people serving people. As one of the world's leading employee benefits providers and a Fortune 500 company, Unum's financial protection benefits help protect more than 36 million working people and their families from the financial impact of illness or injury. Unum's two distinct, but similarly focused US businesses - Unum US and Colonial Life - are each a market leader in making disability, life, accident, critical illness, dental, and vision insurance accessible in the workplace. Headquartered in Chattanooga, Tennessee, Unum also has significant US operations in Portland, Maine and Baton Rouge, Louisiana - and over 35 field offices nationwide. Colonial Life is headquartered in Columbia, South Carolina with over 40 field offices nationwide.

General Summary:
This leadership position is responsible the management of the Client Experience Representative roles. The team is responsible broad-range of service/expertise across multiple products, services and platforms. This advanced leadership position is directly responsible for a team of service professionals accountable for inforce service execution, customer relationship management and service. The team is will be the first point of contact for all inforce service related inquiries that will directly influence/drive future business while representing a key component in the successful implementation of the Growth Strategy. This role will build relationships with the Field, home office, internal business partners and customers. Responsibilities include, but not limited to participation in cross-functional projects, growth initiatives that typically involve the integration and interface of multi-functions, multi-products on a continuous, ongoing basis. This position leverages/influences through business expertise, effective decision-making and negotiation skills to drive strategic initiatives. The incumbent is responsible for hiring, developing and retaining talent of resources to achieve operational objectives and continuous building of credibility/emphasis of this critical team in this centralized/integrated service model.

Principal Duties and Responsibilities

• Drive service level objectives as part of our growth strategy with a focus on ensuring the targeted customer-base receives a high-level of service across multi communication mediums.
• Ensure development of people and ongoing focus on the competencies required to achieve top notch critical thinking skills with seamless delivery.
• Build partnerships and collaborate with internal and field partners to drive persistency objectives, facilitate a feedback/adjustment model, identify and implement strategic initiatives that improve productivity, operational efficiency, expense management and service quality.
• Partner with leadership team to ensure achievement of scorecard metrics, business continuity and forecasted/real-time adjustments to service model requirements.
• Communicate trends and root causes: create solutions to prevent future occurrences. Acts as an advocate for the field offices by surfacing trends/sales barriers/service model breakdowns to appropriate partners.
• Ensure decisions on design and subsequent modifications to workflows and /capabilities align with service objectives.
• Provide leadership/influence in an environment exposed to evolving customer needs as a result of internal and external environmental factors, projects, and team development.
• Identify opportunities to leverage technology to innovate and drive improvement across business processes.
• Commit to making bold moves to develop, attract and retain top talent leading to an engaged high performing team.
• May perform other duties as assigned

Job Specifications

• Four year degree preferred plus 4+ years of making decisions in a complex operations management or analytical position with increasingly responsible management experience
• Solid leadership and development skills; Demonstrated ability to lead and manage multi-disciplinary, cross-site/virtual team
• Strong project management skills required; Proven ability to think strategically and act tactically
• Strong understanding of and ability to take action and deliver on key business metrics/indicators/trends
• Skilled in resolving conflicts in an open and positive manner
• Proven ability to make sound/objective business decisions and deliver results
• Solid understanding of the service needs and financial impact to service levels
• Solid knowledge of the insurance business, the company's operating structure, product offerings corresponding workflow processes, risk concepts and service model offerings.
• Strong interpersonal, collaboration, persuasion, communication and negotiation skills - both written and verbal
• Strong analytical and problem solving skills.
• Travel as needed

~IN1

Our company is built on helping individuals and families, and this starts with our employees. We want employees to maintain a positive balance, which is why we provide access to the benefits and resources they need to invest in themselves. From our onsite fitness facilities and generous paid time off to employee professional development programs, we are committed to helping employees live and work their best - both inside and outside the office.

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.

Company:
Unum

In accordance with Colorado's Equal Pay For Equal Work Act, if you are a resident of the state of Colorado and wish to review the salary information for a role posted in Colorado, please fill out the form below and our Unum HR representative will reply to your inquiry within three business days.

Colorado's Equal Pay For Equal Work Act

In accordance with New York City Human Rights Law, if you wish to review the salary information for a role posted in New York City, please fill out this form and our Unum HR representative will reply to your inquiry within three business days.

New York City Human Rights Law