AVP, Absence Operations - Quality

Unum • Portland, ME

110d • $114,100 - $215,700

About The Position

This role is a key leader within Absence Operations and acts as a strategic partner to operations, Absence leadership, and DTO partners. This role will develop the strategy and programs for quality within Absence Operations and drive improvements to quality through root cause analysis, and development of performance metrics to identify trends, eliminate process gaps, and drive systemic improvements. This role is responsible for leadership of a team of technical resources that ensures quality and compliance within Absence operations.

Requirements

• Bachelor's degree or related experience required, Master's preferred.
• Ten+ years of relevant industry experience.
• Deep business and operational experience required.
• Solid knowledge of applicable regulations (FMLA, ADA, state leave laws).
• Lean management expertise at scale with a continuous improvement orientation.
• Trusted leader with demonstrated ability to effectively partner and problem solve.
• Strong negotiating, influencing and facilitation skills.
• Strong partnership collaboration, stakeholder management and ability to work cross functionally.
• Excellent communication skills with ability to influence, and interact effectively at all levels of the organization, to include senior management and key partners.
• Data driven, with ability to analyze data, identify trends and develop effective solutions to influence outcomes.
• Demonstrated tenaciousness in pursuing objectives.
• Demonstrated success in leading through change; experience in identifying and implementing continuous improvement solutions based on data, feedback, and other performance measures.
• Ability to motivate, coach and develop a team.

Responsibilities

• Develop and execute a comprehensive quality strategy that ensures leaves and claims are adjudicated accurately, consistently, and in compliance with all regulatory, contractual, and service-level requirements.
• Design, lead, and maintain quality assurance (QA) programs for leave of absence, ADA and STD claims, including audit protocols, scoring criteria, and feedback loops.
• Align current QA, Inflight Reviews, and SPC/SPL error reporting to create a holistic view of AO quality.
• Analyze audit results and operational data to identify quality trends, risks, and recurring issues across AO and upstream partners (Onboarding).
• Lead root cause investigations and problem-solving including delivery of corrective/preventive action plans in collaboration with training, operations, and compliance teams.
• Partner with business stakeholders to implement process improvements that enhance accuracy, reduce rework, and elevate claimant experience.
• Conduct quality calibration sessions with leaders to ensure consistent, reliable, and high-quality leave and claim service delivery.
• Monitor compliance with Unum's established policies, client-specific requirements, and applicable regulations (FMLA, ADA, state leave laws, etc.).
• Create a measurement and reporting framework to drive accountability at the individual, team, and organization level and create transparency of AO performance for senior leaders and stakeholders.
• Provide input on training content, SOPs, and onboarding to address identified knowledge or process gaps.
• Serve as the internal 'owner' of quality and compliance standards for leave and disability programs.
• Enhance the Performance Guarantee framework to ensure the PG measures are assessed, adjusted and AO quality and measures are aligned.
• Communicate, campaign, highlight quality as a prime goal for Absence Operations to deliver 99% accuracy.
• Provide leadership and ensure development and retention of AQCS team.

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Insurance Carriers and Related Activities
• Education Level: Bachelor's degree