National Client Manager, Home Office

Unum Group•Portland, ME

About The Position

The Home Office National Client Manager (HO NCM) maintains consultative relationships with complex group, voluntary benefits, and integrated customers with 2,000 or more covered lives. The role develops and implements customized service strategies for assigned cases nationally and is accountable for growth and retention through strategic customer relationship management. It contributes to improving block profitability, increasing participation, and meeting case and premium persistency targets. The role may take on permanent or temporary case assignments to support field partners nationally, and may facilitate special initiatives and projects while serving as a liaison for field partners. Existing remote and field-based employees are eligible to apply. The HO NCM coordinates appropriate resources to meet client needs, oversees implementation and ongoing service, develops customized strategic business plans, and works with internal and external partners to resolve issues. The manager consults with clients on Unum solutions, health management strategies, enrollment, renewals, and administrative or enhanced service offerings. The role also identifies opportunities for new business and growth, supports employee benefit education, and may train home office and field partners. Travel is required as needed, including customer site visits to Portland, Chattanooga, or Glendale and frequent proactive face-to-face customer meetings.

Requirements

5 to 7 years of employee benefits or insurance industry experience preferred.
Strong consultative skills and ability to think broadly when solving problems and making decisions.
Superior relationship-building, relationship-management, interpersonal, and partnership skills, with the ability to influence a range of constituents.
Presale expertise to help influence and sell Unum’s value proposition.
Demonstrated critical-thinking ability, including analyzing data and making effective recommendations.
Excellent communication, presentation, negotiation, persuasion, and conflict-management skills.
Ability to anticipate client needs and educate clients.
Robust strategic re-enrollment expertise.
Strong organizational, planning, time-management, and delegation skills.
Strong leadership skills and ability and desire to coach and mentor others.
Full understanding of underwriting and risk concepts.
Full understanding of the Unum product portfolio and ability to connect products to educate and consultatively cross-sell to brokers and clients.
Strong business and financial acumen.
Strong computer skills.
Proper licensing and appointing must be obtained within 90 days of hire or promotion as a condition of employment.
Ability to travel as needed.

Nice To Haves

Bachelor’s degree preferred.
Segment or specialty knowledge preferred.

Responsibilities

Lead and coordinate resources to meet each client’s specific needs.
Use risk and Health and Productivity analysis and claim consultation to develop recommended actions and resolve issues using expertise in Unum services and solutions.
Oversee accurate implementation of new business and partner with Home Office functional areas to support successful implementation.
Delegate effectively, set expectations with customer business teams, and hold Home Office, third-party, and technology partners accountable for issue resolution and implementation planning.
Own account management strategy for an assigned national block of business and service other national cases as capacity allows.
Develop and implement customized strategic business plans for clients, including proactive engagement and education about Unum’s value proposition, benefits, and industry trends.
Plan renewal conditioning and prepare for pre-renewal meetings, reviewing claim trends and Integrated Disability Management models ahead of renewal discussions.
Partner with Sales Consultants to present or lead annual renewals, assembling claim trend analysis, underwriting data, and Return to Work statistics.
Develop enrollment and re-enrollment strategies and employee marketing of Unum benefits to achieve desired outcomes.
Build knowledge of broker, consultant, third-party firm, benefits administration, and exchange relationships to provide comprehensive client solutions.
Consult with clients using knowledge of Unum, the client, and its industry to identify and recommend solutions.
Provide consultation and guidance on health management strategies.
Identify new-business opportunities and achieve growth objectives for the assigned block.
Advise employers on administrative or enhanced service offerings that improve benefits for employees and employers.
Attend customer site visits to Portland, Chattanooga, or Glendale and conduct frequent proactive face-to-face customer meetings.
Facilitate special or ad hoc projects as needed.
Train home office and field partners on National Client Management strategies or initiatives as needed.