Manager, Client Success - VB Service/Billing

Unum Group•Columbia, SC

18d

About The Position

This position is responsible for the oversight and accountability of managing and developing a high performing team supporting Implementation, Service, Billing, or Administration of Unum clients. The position is responsible for providing leadership and guidance to the Client Success teams and works closely with management and other partners to ensure a cohesive client experience. The role requires a strong business leader who can maintain a balanced view, considering the needs of home office, sales and partners, technology, and external marketplace trends to recommend, implement, and support effective solutions for our clients.

Requirements

Bachelor’s degree preferred or equivalent with relevant business experiences
6+ years of experience in client services, employee benefits, HR administration, or related IT development
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 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
Demonstrates exceptional service delivery orientation
May require occasional travel

Responsibilities

Manage all aspects of the assigned Client Success teams.
Balance work volumes across team.
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.
Engage, develop, and lead change in a fast-paced environment ensuring team members are prepared and equipped to provide exceptional customer experience
High impact regarding development and implementation of productivity improvements and client service enhancements through workflow and technology-based processes.
Provides leadership and direction to project teams who are involved with projects specific to the operational area.
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.
Manages internal and external client expectations through project planning and partnering efforts throughout the corporation.
Responsible for coordination of training, staffing and system changes as dictated by project plans.
Key contact for field and internal partners on assigned Client Success area of responsibility.
Ability to handle and manage escalations from partner areas and clients and drive to resolution
Strong relationship management skills with internal clients; proven ability to develop collaborative approaches
Provide finalist meeting support.
Track and provide metrics and other appropriate reporting to management.
Demonstrated ability to use sound judgement and discretion regarding confidential information.
Strong data orientation and understanding to drive decision making and setting of priorities
Participate/lead cross functional projects as needed.
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