Manager, Client Experience and Tech Enablement - Broker Connect

UNUM Group•Columbia, SC

36d

About The Position

This position is responsible for the oversight and accountability of managing and developing a high performing team with platform and third-party partner expertise from Onboarding through Technical Integration setup and administration. The position is accountable for leading and delivering a strong customer experience as it relates to our data exchange strategy with the goals of driving CSAT and operational efficiency through process improvements and innovative solutions that add value to the business and enhancement of the client experience. This role requires strong operational management, and an understanding of the digital customer experience, technology, service roles and business process.

Requirements

Bachelor's degree or equivalent
6+ years of experience in client services, employee benefits, HR administration, Technical API and Platform experience or related IT development and solutions experience
Demonstrated experience in motivation, team building and collaboration
Highly analytical and technical orientation. Creative problem solving and critical thinking skills - ability to think outside of the box in generating appropriate solutions for clients
Strong Technical/API/Platform acumen
Strong technical skills. Understands the life cycle and client needs/processes
Strong understanding of the service needs and financial impact to service levels
Excellent understanding of Unum products and ability to recognize which parts of a contract impact risk, state filing, customization, and benefits administration
Solid understanding of the budget and salary administration processes, and the impact of each to productivity, morale, and service levels
Ability to perform under stress in cases of emergency or urgent situations.
Strong communication/presentation skills
Strong project management, leadership, and organization skills
Strong negotiation skills, ability to work directly with sales and service as well as direct client contact
Ability to understand basic design, code, and testing following IT standards
Demonstrates exceptional service delivery orientation
Strong understanding of Unum/Colonial Life's business, including technology solutions, third party platform partners, products, services, processes, sales process, and field organization.
May require occasional travel

Responsibilities

Leads technical team focused on delivering flawless technology implementation and CSAT to customers/brokers
Provides collaborative leadership including all aspects of people management - hiring, training, resource allocation, job design, people development and performance management that creates a high-performance operating environment. Ability to build both technical and leadership skills; provide real time performance feedback.
Provides leadership and direction to project teams who are involved with projects specific to the operational and technical teams. Ability to coordinate and balance multiple projects in a time sensitive environment, under pressure while still meeting deadlines.
Ensures quality, audit, and control standards through the development of effective standards, policies, education, and creative training programs.
Develops workflow to meet specialized needs to ensure that appropriate service and financial levels are always met.
Strong relationship management skills with internal clients; proven ability to develop collaborative approaches
Provide finalist meeting support and engage as SME for platform and technology delivery ensuring that client is setup with the right fit for their platform and to provide a seamless experience
Track and provide metrics and other appropriate reporting to management.
Strong data orientation and understanding to drive decision making and setting of priorities
Provides creative technical solutions for system-level implementation challenges by maintaining a strong technical acumen of organization's solutions.
Maintains understanding of partner system/platform functionality and set up as it relates to our data exchange strategy
Maintains understanding of market trends, competitors, and emerging technology vendors.
Identify, triage, and communicate partner level technology escalations or breaks. Prioritize with partner and/or internal teams to ensure appropriate resolution.
Work effectively/collaboratively with other functional partners on various projects and business needs i.e., finalist presentations, RFIs, RFPs and other necessary.
Provides and maintains clear internal and external documentation and resources for effective field communication for awareness and ease of implementation.
Reviews trends to implement continuous improvement for a specific partner or at the team level.
Represents the department across the organization, company, and field partners to educate and provide expertise on third party enrollment solutions by having a wide knowledge of all systems and solutions available
Assist with relevant internal system testing as needed.
Responsible for developing and optimizing Onboarding processes and procedures for integrating API's including defining best practices, creating documentation, and implementing efficient workflows
Responsible for monitoring and troubleshooting integrations- this involves analyzing and identifying root causes and implementing solutions in a timely manner in partnership with the IT teams
Understanding and knowledge of API technology and workflow
Lead with lean management principles
May perform other duties as assigned.

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