Director, LTC Client Engagement
About The Position
The Director, LTC Client Engagement leads Unum’s Long Term Care (LTC) Client Engagement team, supporting group and/or individual policyholders, with a primary focus on developing and executing strategic engagement initiatives aligned with the company’s closed block LTC strategy. The Director partners across the Home Office, Field leadership, and broker organizations to align engagement priorities and advance a proactive, education-focused approach to client needs. The role identifies emerging trends, shapes and implements scalable engagement strategies, and influences cross-functional decisions to drive appropriate risk-based outcomes. The Director oversees the evolution of the Client Engagement model and leads a team of professionals, building capability, accountability, and alignment with business priorities. Through cross-functional collaboration and strategic initiatives, the role ensures consistent, high-quality outcomes that support enterprise goals. The position may require occasional travel.
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 through influence and negotiation with partners across functions and levels.
- Strong collaboration skills and ability to partner across strategic and tactical business areas to achieve results amid diverse priorities.
- Critical thinking and ability to solve complex problems.
- Ability to manage and develop people remotely.
- 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 demonstrated ability to lead change.
Nice To Haves
- At least 5 years of management experience.
- Strong understanding of market dynamics and ability to represent and position Unum favorably with external constituents.
- Technical and project management experience.
Responsibilities
- Recruit, manage, develop, and motivate a team supporting Field Offices, brokers, and clients.
- Own certain aspects of in-force customer servicing, collaborating with Field teams and partners outside the business area as appropriate.
- Create, test, and refine strategic approaches to improve performance and share best practices.
- Lead change to improve workflows, enhance customer service, and reduce operating costs.
- Use internal partnerships to resolve service issues and make it easier for clients to do business with Unum.
- Promote responsiveness and ensure Field partners, brokers, and clients receive the service they expect.
- 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 strategies such as training to keep the team knowledgeable and customer-focused.
- Research problems or trends and develop and implement resolutions independently or with internal partners.
- Participate as a strategic leader in the analysis, design, development, and delivery of Home Office projects.
- Initiate and drive continuous improvement in key business processes.
- Monitor business and workflow changes in supported organizations and implement workflow changes accordingly.
- Ensure the highest level of quality is maintained.
- Perform other duties as assigned.
Benefits
- Health insurance
- Vision insurance
- Dental insurance
- Short- and long-term disability coverage
- Performance-based incentive plans
- Paid time off, including paid volunteer time
- 401(k) employer contributions, described as up to 9.5% in the posting
- Mental health support
- Career advancement opportunities
- Student loan repayment options
- Tuition reimbursement
- Flexible work environments
- Competitive and comprehensive healthcare and insurance benefits
- 401(k) retirement plan with an employer match up to 5% and an additional 4.5% contribution regardless of employee contribution
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Director
