Director, Client Success

Unum • Chattanooga, TN

1d • $89,900 - $169,900 • Hybrid

About The Position

The primary role of this position is to provide leadership, management, and oversight in the Client Success Organization. This position may lead front line teams and/or managers who are leading teams consisting of knowledgeable employees who are critical to providing strong service to customers, brokers, and partner areas. The individual is responsible for developing strategic service solutions that meet diverse marketplace needs, as well as leading an organization that provides front line service to clients and partner areas. The responsibilities for this position are broad and diverse and can include sales support, implementation, enrollment, policy issue, billing, premium and account management for new and in-force cases as well as individual policyholders.

Requirements

• Bachelor’s degree preferred or equivalent experience required
• Proven ability as a service leader with a track record of delivering strong customer service.
• Ability to interact effectively with different audiences on both a strategic and tactical level.
• Strong technical aptitude – ability to utilize and leverage technology and systems including understanding Unum’s legacy systems and their impacts to partner organizations.
• 3-5 years of management experience in a fast-paced, complex business environment.
• Comprehensive knowledge of and experience with Group Benefits implementation and administration.
• Demonstrated experience in leading, engaging, motivating, and driving teams to higher level of performance and collaboration.
• Demonstrated ability to lead and manage multi-disciplinary operation cross-site/virtual team
• Proven planning and organizational skills.
• Excellent interpersonal, written, and verbal communication skills
• Demonstrated strategic thinking, problem-solving, conflict resolution, and negotiation skills.
• Proven ability to manage multiple concurrent priorities, understanding the impacts of each, making effective decisions based on sound information, and delivering optimum internal/external solution.
• Strong knowledge and experience with customer service for external (brokers, TPAs, customers) and internal customers.
• Strong project management skills required, broad experience in organizational development and process design
• Strong understanding of and ability to take action to 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
• Strong 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 interpersonal skills

Nice To Haves

• Travel as needed
• The subject matter experts on this team exemplify exceptional communication skills, deep product/business process knowledge, system knowledge/technical skills, ability to research/resolve and foster strong collaboration cross-functionally.

Responsibilities

• Directs the day-to-day support for field services and direct support to Unum and Colonial Life sales teams, field agents, brokers and others across products, services, & segments.
• Manages internal and external customer expectations through project planning and partnering efforts throughout the corporation.
• Collaborates with internal and field partners to drive persistency objectives, facilitate a feedback/adjustment model, develop, and implement strategic initiatives that improve CSAT, operational effectiveness and service quality.
• Analyzes, drives, and implements process improvements centered-around ease of doing business, service excellence, training, and knowledge management.
• Collaborates with inter-department key operations to ensure achievement of scorecard metrics, business continuity and forecasted/real-time adjustments to service model requirements.
• Communicates trends and root cause: creates solutions to prevent future occurrences.
• Acts as an advocate for the field offices by surfacing trends/sales barriers/service model breakdowns to appropriate partners.
• Recruits, leads, mentors, and provides development for assigned personnel to foster and create a strong work environment for an organization of customer facing employees and ensure strong leadership succession planning.
• Provides project support and resources for key strategic initiatives as both SME and decision maker.
• Implements and effectively manages organizational change.
• Communicates and build support for corporate mission and objectives.
• Identifies and manages risks, resolves conflicts and removes barriers that impede the area’s ability to achieve goals and performance expectations.
• Provides direction and decisions to expedite resolution of field issues and support in policy decisions.
• Interfaces across levels and departments to mobilize commitment and ensure timely and appropriate assistance to mediate customer’s needs as well as ensure customer and client satisfaction and alignment with policies, procedures, goals, and objectives.
• Reviews, investigates, resolves, responds, and serves as the subject matter expert in resolution of service questions and issues from the field, as well as internal departments and external clients.
• Uses high level of technical understanding to interpret technical issues for the business and sustain credibility with IT.
• Provides block management for over 75,000 customers of varying complexity, working with the field offices/management, Implementation, Underwriting, ICS and other Home Office areas to resolve problems and/or strengthen customer relations.

Benefits

• 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
• healthcare benefits (health, vision, dental)
• insurance benefits (short & long-term disability)
• performance-based incentive plans
• paid time off
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: Associate degree