Manager, Absence Operations

Unum Group•Portland, ME

About The Position

Managers lead a team of specialists responsible for the end-to-end management of absence and claim cases for clients. The role ensures operational performance expectations are met while delivering consistent, accurate, high-quality service. The Manager leads and develops the team, drives service and productivity improvements, supports strategic and transformational projects, and partners with internal teams and clients to deliver operational excellence. The position may also have responsibility for the customer relationship as it relates to the claim and leave service experience.

Requirements

Bachelor's degree or equivalent experience.
Managers are expected to possess, or be willing to gain, a solid understanding of relevant products and services.
Proven ability to drive performance, service, and productivity improvements.
Ability to set direction, monitor results, build followership, and lead through change.
Strong influencing skills and ability to build alignment and resolve conflict.
Strong critical-thinking and problem-solving skills.
Solid understanding of key business metrics and trends.
High integrity, sound judgment, and commitment to confidentiality.
Excellent written and verbal communication skills.

Nice To Haves

Five or more years of technical absence management experience.
Prior experience leading a service-oriented team.

Responsibilities

Lead and manage a team of specialists, including hiring, performance management, retention, and development.
Create a high-performing, learning-focused environment through ongoing coaching, training, and professional growth.
Deliver absence services that meet or exceed service levels and goals for accuracy and timeliness, while providing a strong experience for clients, claimants, and employees.
Support complex strategic, transformational, and growth projects aimed at operational excellence and a superior customer experience.
Lead operations-related escalations, client discussions, and field partner interactions.
Set clear expectations, involve team members in goal setting and work planning, and address performance issues promptly and constructively.
Ensure thorough, fair, and objective case management in accordance with plan provisions, state regulations, established procedures, and Unum claims philosophy.
Monitor operational performance through trend and report reviews, conduct root-cause analysis, and share recommendations with the Director.
Drive account de-escalation and resolution in partnership with Director and AVP leadership.
Build and maintain relationships with field and upstream/downstream partner teams to achieve client-level results.
Identify and implement productivity, quality, and service improvements in a fast-paced environment.
Manage to budget and contribute to operating effectiveness through information sharing and effective change implementation.
Perform other duties as assigned.