Director, Voluntary Benefits Claims

Unum • Portland, ME

2d

About The Position

When you join the team at Unum, you become part of an organization committed to helping you thrive. Here, we work to provide the employee benefits and service solutions that enable employees at our client companies to thrive throughout life’s moments. And this starts with ensuring that every one of our team members enjoys opportunities to succeed both professionally and personally. To enable this, we provide: 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 All the benefits listed above are subject to the terms of their individual Plans. And that’s just the beginning… With 10,000 employees helping more than 39 million people worldwide, every role at Unum is meaningful and impacts the lives of our customers. Whether you’re directly supporting a growing family, or developing online tools to help navigate a difficult loss, customers are counting on the combined talents of our entire team. Help us help others, and join Team Unum today! General Summary: The primary role of this position is to provide leadership, management, and oversight of the Voluntary Benefits Claims Organization. This position will lead managers who are leading leaders and/or front-line teams across multiple product lines for Unum and Colonial Life. This position may also have professional level direct reports responsible for a variety of tasks, including but not limited to: complex customer service issues, digital transformation efforts, product design consultation, procedure enhancements, and operations implementation. This individual is accountable for teams in a multi-disciplined environment that consist of knowledgeable employees who are critical to providing strong service to our customers and mitigating risk to the business. In addition, the incumbent will support the VP in setting the strategic direction and will be accountable for the delivery of complex projects, superior service, and operational excellence.

Requirements

• Undergraduate degree or commensurate level of claims experience required; graduate degree or professional designation preferred
• A minimum of 10+ years of customer service experience and 7+ years of increasingly responsible management experience
• Established personnel management track record of hiring, motivating, and developing leaders.
• Risk management experience in a variety of disciplines; voluntary benefits claims experience preferred
• Knowledge of employee and voluntary benefits industry
• Sound understanding of technology to drive enhancements to service models.
• Proven ability to think strategically and respond tactically in a dynamic environment.
• Proven critical thinking skills.
• Strong collaboration skills: demonstrated ability to partner with cross-functional business areas to achieve results with multiple and diverse priorities.
• Proven ability to plan, organize, motivate, influence, and negotiate.
• Outstanding relationship and communication skills with ability to inform, negotiate, motivate, and persuade internal and external partners across all levels and geographic markets to achieve goals and maintain results
• Excellent project management, data analytics, problem solving, time management and decision-making skills.
• Proven success in setting organizational vision/strategy and leading organizational change.
• Significant customer service orientation with a focus on continuous improvement to drive a best-in-class experience
• Ability to travel approximately 20%

Responsibilities

• Accountable for leading operational areas and promoting an environment of creativity and ideation.
• Take ownership of business and strategic initiatives from ideation to implementation. Collaborating with cross-functional teams as the primary business owner responsible for the work.
• Leadership of multiple diverse teams, including all aspects of people management, selection, training, resource capacity, job design, career development, coaching and performance management that creates a high-performance operating environment. Demonstrate a strong aptitude for leading others to do the same.
• Responsible for leadership and governance or oversight of strategic sourcing, contracting, and supplier relationship management for Voluntary Benefits Claims. Accountable for external partner contract performance, including but not limited to: establishing service levels, ensuring supplier adherence, and overall stewardship of supplier contracts to mitigate risk
• Ensures quality and holds teams accountable for accurate adjudication of assigned claims according to contract/plan provisions, established procedures, state regulations and appropriate risk management.
• Proactively identify and research issues exercising creative and consultative business problem solving methods. Partner with critical business leaders to share data, metrics, and customer feedback; identify and resolve issues, implement workflow processes.
• Apply broad business understanding of internal and external trends; leverage technology to drive change and operational efficiency.
• Accountable for building and fostering a customer centric organization, focused on end-to-end customer experience, operational excellence, process management, and efficiency.
• Actively partner with the sales organization in acquiring and retaining business. Includes defining information in RFPs, leadership in customer finalist presentations, delivery of broker education, and training and the development of effective sales/marketing materials.
• Responsible for utilizing data analysis to identify and implement ongoing productivity and quality enhancements, while leading team to do the same. This includes assessing productivity level, digital transformation opportunities, taking action, and/or making recommendations based on current and forecasted capacity.
• Responsible for ensuring the department remains within budget while identifying opportunities to increase operational efficiency.
• Perform other duties as assigned.
• May serve as back up for AVP/VP during absences.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Director