Director, LTC Client Engagement

Unum Group•Portland, ME

About The Position

The Director, Client Engagement leads Unum’s Long Term Care (LTC) Client Engagement team, supporting group and/or individual policyholders. The role focuses on developing and executing strategic engagement initiatives aligned with Unum’s closed block LTC strategy. It partners across the Home Office, Field leadership, and broker organizations to align engagement priorities and promote a proactive, education-focused approach to client needs. The Director identifies emerging trends, shapes and implements scalable engagement strategies, influences cross-functional decisions to drive appropriate risk-based outcomes, and oversees the evolution of the Client Engagement model. The role leads and develops a team of professionals, ensuring capability, accountability, and alignment with business priorities. Through cross-functional collaboration and strategic initiatives, the Director ensures consistent, high-quality outcomes that support enterprise goals.

Requirements

Bachelor’s degree or equivalent experience.
At least 5 years of experience managing in a related complex customer service environment.
Strong knowledge of the insurance business, company operating structure, product offerings, external drivers, and related workflow processes.
Demonstrated commitment to customer service and quality improvement methods.
Ability to adapt style or approach to different situations and individual needs.
Ability to develop and implement solutions by influencing and negotiating with partners across multiple functions and levels.
Strong collaboration skills and ability to partner across functions on strategic and tactical priorities.
Critical thinking and ability to solve complex issues.
Ability to manage and develop people remotely.
Proven leadership and people-management skills, including coaching and developing other managers.
Ability to work effectively in a team environment and build teams.
Effective communication with field teams, brokers, and customers.
Versatility and adaptability, with proven ability to lead change.

Nice To Haves

At least 5 years of management experience.
Strong understanding of market dynamics and ability to favorably position and represent Unum to external constituents.
Technical and project management experience.
Occasional travel may be required.

Responsibilities

Recruit, manage, develop, and motivate a team responsible for supporting Field Offices, brokers, and clients.
Own certain aspects of servicing in-force customers in collaboration with field teams and partners outside the business area.
Create, test, and refine strategies to improve performance, and share best practices.
Lead change to improve workflow, enhance customer service, and reduce operating costs.
Leverage internal partnerships to resolve service issues and make it easier for clients to do business with Unum.
Promote urgency and ensure field partners, brokers, and clients receive expected responsiveness and service.
Provide strategic direction to the team and partners as processes, products, systems, or platforms are developed.
Promote collective ownership of talent effectiveness, candid feedback, recognition of high performers, and calibrated assessments.
Identify team trends and oversee implementation of strategies, such as training, to maintain team knowledge and customer focus.
Research problems or trends and independently or collaboratively develop and implement resolutions.
Participate in a strategic leadership capacity in the analysis, design, development, and delivery of Home Office projects.
Initiate and drive continuous improvement efforts around key business processes.
Monitor business and workflow changes in supported organizations and implement corresponding workflow changes.
Ensure the highest level of quality is maintained.
Perform other duties as assigned.